The client complains:
The hotel quality is not as expected

Summary of Steps

1. Understand the client’s issue
   
   

2. Explain the client’s options
   
   

3. Review the booking in DNA & Zoho
   
   

4. Open a ticket for Customer Support
   
   

5. Make a new booking (if needed)
   
   

6. Confirm the cancellation & process the refund
   
   

7. Close the ticket and inform the client
   
   

8. Reporting & follow-up

1. Understand the exact issue from the client

Before you start:
Stay calm, empathetic, and professional. The client is already frustrated, so your role is to listen first, then act quickly and clearly.

Try to understand the issue with the client. What is not as expected? It might be the room quality and cleanliness / too many children/service is bad.

2. Explain to the clients the options from now on:

1. Inform the client that in cases like this (after the free cancellation deadline has passed), there isn’t much we can do, as it depends solely on the hotel’s decision.

2. Instruct the client to go to the front desk, explain the reason for the early departure request, and ask the hotel for written proof (documentation) confirming a partial or full refund.

3. If there’s any specific reason for the client’s complaint or disappointment, please ask the client to mention it.

4. Once the hotel confirms early checkout without penalty. They should then send that document to us so we can request the refund from the supplier or the hotel.

5. Make sure to note down the name of the hotel representative they speak with.

It’s IMPORTANT to explain to the client that even if the front desk representative verbally agrees to the cancellation, it does not mean they are approving any refund. Sometimes representatives simply say “okay, you can cancel” to avoid dealing with the situation, and later, when we request the refund, it’s denied.
A written document confirming the refund is absolutely required!

3. Open the booking both in our system and in Zoho

Log in to the Admin account of DNA to review all the bookings:

Review all of the following:

• Client name
  
  

• Dates
  
  

• Booking status
  
  

Most important:
Open the booking to understand the situation — check which hotel it is, the number of nights, and all other details. In any case, the booking needs to be handled as soon as the client receives the confirmation.

4. Make a new booking for the client if needed

Once the hotel has confirmed the cancellation (including any applicable penalty) and sent the proof, if the client requests a new hotel, book another room for them as soon as possible, since in most cases the stay will be for today or tomorrow. Make sure you clearly understand the client’s needs, or refer them to their direct travel agent for further assistance.

Important:
Always charge the client in advance, or while making the booking live.
These bookings will be non-refundable, so do not confirm or finalize any new booking before the client has made the payment.

5. Open a new ticket for Customer Support

Open a new ticket with our support team (Jarumy).

In the ticket, clearly explain the situation, summarize the client’s complaints, and attach the hotel’s written confirmation or any supporting documents.

6. Cancellation confirmed

Once the cancellation has been confirmed and processed successfully, proceed with issuing the refund to the client.

Make sure to refund the correct amount — if it’s a partial refund, only refund the corresponding portion.

7. Close the ticket and inform the client

Once the case is confirmed and all information has been shared with the Finance team:

• Inform the client that we’ve received the cancellation confirmation from the hotel.
  
  

• Let them know that the refund for the approved amount is now being processed.
  
  

• Close the task on your side once everything is completed.