Issue responses
Response to a refund request
A fair, non-defensive reply that gathers facts before deciding.
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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.
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