Issue responses

Response to a refund request

A fair, non-defensive reply that gathers facts before deciding.

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Guest NameIssue

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Hi {{guest_name}}, thank you for letting me know about {{issue}} — I'm sorry it affected your stay. I want to make this right.

Could you share a bit more (a photo helps) so I understand what happened? Once I do, I'll come back with a fair resolution. I appreciate your patience.

Refunds interact with platform policies and your cancellation terms. Decide deliberately and keep records — this is a starting point, not a policy.

Use templates like this as your concierge's starting knowledge.

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More issue responses templates

Response to a noise complaint Lost item follow-up Wi-Fi not working — first response Noise complaint — message to the guest Something is broken — apology and plan Damage found after checkout — first message

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