Final Decision by Iúri Silva https://padlet.com/isilv028/Important_training en-us 2024-09-20 13:17:07 UTC 2024-09-20 16:12:15 UTC hello@padlet.com Audio isilv028 https://padlet.com/isilv028/Important_training/wish/3129834351 2024-09-20 13:21:12 UTC https://padlet.com/isilv028/Important_training/wish/3129834351 Notes isilv028 https://padlet.com/isilv028/Important_training/wish/3129835712 • OBE to G

• Informed G that no further refund

• Informed G that strict cancellation policy applies

• Informed G that cannot overturn the strict

cancellation policy

• Followed the WF “Cancellation Policies”

• Sent HC articles “Canceling your reservation for a

stay” and “Find your refund amount”

Matt then solved the case

]]> 2024-09-20 13:21:51 UTC https://padlet.com/isilv028/Important_training/wish/3129835712 isilv028 https://padlet.com/isilv028/Important_training/wish/3129848816 2024-09-20 13:29:34 UTC https://padlet.com/isilv028/Important_training/wish/3129848816 Scenario isilv028 https://padlet.com/isilv028/Important_training/wish/3129858136 A reservation with a strict cancellation policy was CBG’d by the guest, Alonzo, 12 days before check-in, and more than 48h after Alonzo made the booking. The Host’s (Ashley) Strict cancellation policy applied, and Alonzo was refunded 50% of the reservation, which comes down to $300. Alonzo asked the Host to refund the full amount, but Ashley declined the Resolution Center Request. He then involved Support. Matt, the Support Ambassador dealing with the case, has mediated between Ashley and Alonzo, but wasn’t able to get any further refund from Ashley. As a goodwill gesture, he gave Alonzo a coupon for $72, which was the amount of the service fees that he paid. Alonzo keeps pushing back for a full refund. Matt explained to Alonzo over message, then over the phone, and then again over email that he cannot get the full refund, because of the Host’s cancellation policy, but the guest pushed back every time.

Matt then added notes to his case and issued a final decision.

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