The issue is reported upon arrival     Issue Action Resolution Bedbug NICELY request evidence Once confirmed, request the guest to cancel and send a full refund. Mold/Mildew NICELY request evidence Once confirmed, request the guest to cancel and send a full refund. Unclean room NICELY request evidence Housekeeping if available + 10% refund (before 8 PM).
Relocate to an upgraded unit if possible.
If the guest leaves, → free cancellation.
Dirty floors/dishes/amenities → 50–100% cleaning fee refund.       The issue is reported during the stay     Issue Action Resolution Pests (not bedbugs) NICELY request evidence Once confirmed → offer relocation.
If unavailable → offer 10% off.
If declined → issue a full refund. Mold/Mildew NICELY request evidence Once confirmed → relocate the guest.
If declined → cancel remaining nights + refund unused.
If stayed → GR to handle compensation. Unclean room NICELY request evidence Housekeeping if available + 10% refund (before 8 PM).
Relocate to an upgraded unit if possible.
If the guest leaves, → free cancellation.
Dirty floors/dishes/amenities → 50–100% cleaning fee refund. No hot water Troubleshoot with the guest Offer a full refund of unused nights A/C issue Troubleshoot with the guest, post on the chat, enter a WO, and mark as challenging. Resolved within 24 hrs → refund 10% of total stay.
Issue not fixed, and the guest leaves within 24 hours after report→ offer free cancellation.
Not resolved during stay → refund 30% (up to 50% in summer; escalate if needed).
Issue not fixable - offer a full refund of unused nights Missing Amenity Check if there is a listing discrepancy If confirmed, offer 20% off from the rate Unlivable Conditions / Missing Essential Amenities
Verification (Severe leakage, power outage, HVAC failure, Non-functional fridge Troubleshoot first, post on the chat, enter a WO, and mark as challenging. Offer relocation.
If unavailable → propose 20% ofthe total stay.
If the issue can’t be fixed and the guest leaves → offer free cancellation.       Important notes: In all the cases above, a WO must be entered, evidence should be requested, the issue must be posted on the chat, after it is confirmed, a resolution should be offered to the guest, and finally, the reservation is marked as challenging for the GR team to follow up with the compensation. All the communication should be documented properly. In case of relocation, the property should be blocked for one night unless the local team requests otherwise.       Note: Bolded suggestions are optional and can be offered if the guest wants a quick resolution.