How to Process a Guest Settlement Refund/Credit
Refunding a guest is never easy, this means understanding a portion of their stay was less than spectacular. Empathy is the key, it can have a profound impact on guest loyalty and retention. By showing empathy towards guests and addressing their individual needs, we can create memorable experiences that foster long-term relationships and repeat business. Remember the Acme slogan, 100% satisfaction, Zero excuses.
Step 1: Empathize
- All feedback is good feedback. Allow the guest to share their experience with you, and take notes if needed.
- Empathize, and reassure the guest Acme always aims to deliver a great experience, especially in the areas where we did not meet their expectations.
Step 2: Gather information
- Review work orders in regard to the problem reported by the guest.
- Most of the time this will be work orders reported by the guest during their reservation.
- Perhaps, a previously reported item in connection with the guest experience/complaint.
*NOTE: You are empowered to offer guests a comp. check-in or out, gift certificate, or gift basket to resolve guest issues.
Step 3: Escalation
Escalate to Property Agent or Operations Manager, in the format below:
- Guest Name & Reservation Number
- Nightly rate & total nights of reservation
- (If an issue with the pool heater/equipment was reported add pool heat cost or no pool heat purchased) - List of related work orders to the guest experience/feedback
Step 4: Negotiation
- Once you have the Guest Settlement offer from management, contact the guest to inform we are refunding or crediting x amount.
- After the guest agrees to the settlement offer, create a Hubspot ticket to notify the owner a refund/credit has been negotiated which will reflect on their upcoming statement (unless Acme is paying for the refund/credit)
Step 5: Create a Refund Work Order
- Work order Urgency > Low
- Title > Guest Refund - problem experienced (ie: Guest Refund - Pool Pump Repair)
- Description of the work order > Guest name & res. number, the amount we are refunding or crediting, and work order links associated with the refund.
- Date > Guests departure date
- Assign > Property Agent Manager
*Do not add cost* - Add the link to the Hubspot ticket to the comments of the work order.
*PLEASE NOTE: We have 30 days to contact a guest beginning their departure date to negotiate a refund/credit for all OTA's, there is no limit for guests who booked directly with Acme.
** NOTE **
YOU CAN ONLY REFUND A GUEST IN TRACK IF IT IS 6 MONTHS OR LESS.
IF THE TRANSACTION IS MORE THAN 6 MONTHS THEN THIS NEEDS TO GO TO MICHAEL BOWE AND THIS WILL RESULT IN A 3% PROCESSING FEE