Sofia is looking to go on a holiday once the COVID-19 isolation has ended and international borders reopen. She knows that Marco is a former travel agent who is looking for work at the moment and so she asks him if he would be able to help her plan and book a trip for around 18 months' time.

"Sure," says Marco. "I'd love to do that - and I am sure I can lock in some GREAT deals for that. Did you have anything specific that you wanted to do or that I should take into account?"

"Only one thing - I really don't like hostels - even with a separate room. I want at the minimum a 3-star hotel for anywhere I stay."

"No problems," says Marco. "I'll just need your passport to book the hotels - and my fee is 10% of the cost of anything I book. But I'll save you more than twice that with my skills."

"It's a deal," says Sofia, appointing Marco as her travel agent.

Marco searches on-line and finds a great deal for a single room in Rome; it's super convenient, only $40 a night and while it is listed as a Hostel, the pictures on the website indicate that it is the equivalent of at least a 3 star hotel.

Marco books the hotel in Rome using Sofia's name and passport number.

When Sofia finds out she is furious. "I'm not paying," she says. "I specifically said I didn't want any Hostels!" Unfortunately, the hostel is insisting on debiting the deposit as per the booking instructions.

Sofia knows you have been taking BSB111 and wants you to write her aMemo (using the ILAC format)asking if she must pay. She is only interested inAGENCYlaw in her answer.