The issue is reported upon arrival       Issue Action Resolution Script Bedbug NICELY request evidence Once confirmed, request the guest to cancel and send a full refund. Airbnb: As we discussed earlier, we’re approving a free cancellation for you. To make sure I can issue your full refund quickly, could you please log in to your Airbnb account and cancel the reservation? When you do, just select ‘Change of plans’ or ‘I no longer need accommodation’ as the reason — this way, I’ll be able to process your refund right away with no delays.
Booking.com: Please log in to your Booking.com account and send me a free cancellation request. Once I accept it, Booking.com will process your full refund right away, so you know that everything is taken care of.
Stripe Charge: I completely understand your concern. Can I ask you to go ahead and cancel the reservation in your Booking.com account? You may see a warning about the cancellation policy, but please don’t worry — that won’t apply here. Once the cancellation is done, we’ll make sure your money is refunded right away. This is simply the process we need to follow in order to waive the policy for you. 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 upgraded unit if possible.
If guest leaves → free cancellation.
Dirty floors/dishes/amenities → 50–100% cleaning fee refund. I’m SO sorry to hear that your room wasn’t up to standard upon your arrival. I completely understand how disappointing that must feel. Let me report this to our housekeeping manager right away and arrange for someone to come and take care of it as soon as possible.
For my documentation, could I kindly ask you to send me a few photos or a short video of the areas that need attention? That way, we can make sure everything is addressed properly and also prevent this from happening again.         The issue is reported during the stay       Issue Action Resolution Script Pests (not bedbugs) NICELY request evidence Once confirmed → offer relocation.
If unavailable → offer 10% off.
If declined → issue full refund. 1. Ma’am/Sir, I’m very sorry for the issue you’ve encountered in your rental home. Please don’t worry—I’m here to help you. May I take just a quick moment to check what alternative options we have available to relocate you right away?
2. I’m so sorry you ran into this issue. No worries—I’ll take care of you. Let me just check quickly what other options we have to move you to.
3. Since the property I can offer you is a little different from the one you originally booked, I’d also like to offer you $___ for the inconvenience. I hope you enjoy the rest of your stay, and our Guest Relations team will give you a follow-up after your checkout—they’ll go over the details of your compensation with you.
4. To help you get your refund as quickly as possible, we kindly ask you to cancel the reservation on your end. This way, we can process your refund right away. If the cancellation goes through the channel instead, the refund process can take much longer, since they first need to investigate the case and contact both you and us before taking any action. By cancelling directly, we’ll be able to take care of your refund promptly. Mold/Mildew NICELY request evidence Once confirmed → relocate guest.
If declined → cancel remaining nights + refund unused.
If stayed → GR to handle compensation. I’m SO sorry you encountered this issue. Could you please send me a few photos or a short video for documentation? This will allow me to escalate it right away to our management team and work on offering you a resolution as quickly as possible. Unclean room NICELY request evidence Housekeeping if available + 10% refund (before 8 PM).
Relocate to upgraded unit if possible.
If guest leaves → free cancellation.
Dirty floors/dishes/amenities → 50–100% cleaning fee refund. I’m SO sorry to hear that your room wasn’t up to standard upon your arrival. I completely understand how disappointing that must feel. Let me report this to our housekeeping manager right away and arrange for someone to come and take care of it as soon as possible.
For my documentation, could I kindly ask you to send me a few photos or a short video of the areas that need attention? That way, we can make sure everything is addressed properly and also prevent this from happening again. No hot water Troubleshoot with the guest Offer full refund of unused nights Use the scripts above 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 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 full refund of unused nights I’m SO sorry to hear you’re having trouble with the A/C. Could you please send me a quick photo or video of the thermostat? That will give me a better idea if we can troubleshoot it together over the phone, or if I should go ahead and schedule a technician for you. 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% of total stay.
If issue can’t be fixed and 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, 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.