Refund Policy

Email guest via ticket using Refund Macro

• 1st

• 5th

• 2nd

• 4th

Check notes on the reservation to see if someone has already called to get hotel approval

• 2nd

• 1st

• 3rd

• 4th

__If no approval, call the hotel to request penalty waiver/cancellation free of charge, also request cancellation number,employees name, and ask them to email [e-mail].

• 2nd

• 1st

• 3rd

• 4th

Using side conversation, email the rate provider requesting the refund- if Expedia and Agoda, Call

• 3rd

• 1st

• 2nd

• 4th

We have a Service Team that takes calls from guests - they can create a ticket which comes to our team, Escalation.The Service Team needs to call the hotel and request approval for a refund, you will see their notes in HP. If they were not able to reach the hotel, you don't need to call the hotel.

• False

• True

• Maybe

• I don't care

When calling hotel to request cancellation free of charge/penalty waiver – request they send a folio to [e-mail] Usually you can go to the Hotel first, if the hotel is unresponsive, go through the RP.

• True

• False

• Not sure

• I don't know

 Follow-up with hotel every other day, 3x’s without an answer – go to the rate provider, if Expedia/Agoda you can only send an email.

• False

• True

• Maybe

• I don't know

 If the hotel says you need to speak with a manager – please, ask for an email and do not send an email just leave it there.

• False

• True

• I don't know

• None of these

  Refund for the Rate Provider - When we request refund from hotel, that is for the virtual card which belongs to the rate provider.

• True

• False

• sometimes true, sometimes false

• Whatever

Refund for the Guest – If the amount is under $400, check to see if you can issue the refund on the “view” page, otherwise email New Refund (this is our accounting department, they will refund the guest)/ EM Voucher to issue the voucher to the guest.

• I don't know

• True

• False

• leave me alone