Guest Cancellation

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apexblue
Posts: 2249
Joined: Wed Sep 10, 2008 6:58 pm
Location: UK

Guest Cancellation

Post by apexblue »

Guest cancelled booking two week before arrival. We told them to cancel thru TM as they would refund 50% and if we got the dates rebooked (we didn't) we would contact them. Guest said unable to make contact with TM. We received full payment from TM so we contacted said guest to offer a 50% refund less TM fees. Guest now says they are claiming for full refund thru their card provider.

Any thoughts?
It is better to remain quiet and have one think you are stupid, than to open your mouth and remove all doubt....

The biggest mistake we make in life is thinking we have time.
LotBoy47
Posts: 104
Joined: Thu Jan 31, 2019 12:40 pm
Location: SW France

Post by LotBoy47 »

I think they’re going to be very disappointed in what their credit card issuer has to say.

Neither yourself nor TM has failed to provide the service that the customer paid for. In fact, the service remains available to the customer if they wanted as you haven’t rebooked it for another customer.

Card issuer’s response should be the polite and professional version of “do one”.
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