Preempting refund enquiries by proactively sending a lettter
Posted: Wed Mar 18, 2020 7:06 pm
As I've had several guests cancelling and/or looking for refunds I wanted to see what other UK owners feel about sending out a letter now to the guests who have already paid in full for their holidays. I've been drafting something along the lines of the following and would welcome any comments/suggestions:
Dear Guest
With the current unfolding crisis around coronavirus I am contacting you to ask if as advised at the time of booking you did take out or already have holiday travel insurance? If you or any of your party are self isolating and will not be able to travel or should the current situation change and we are all locked down then I will of course provide any supporting documentation you require in order to make a claim.
Unfortunately if you do not have insurance I am not in a position to act as your insurer and refund your payment. However what I can do is refund costs of cleaning/laundry, your security deposit and any charges for a dog. As a good will gesture I can also offer you a 15% discount on any future holidays.
We all find ourselves in a horrible, unprecedented situation which let's hope will not last too long.
Dear Guest
With the current unfolding crisis around coronavirus I am contacting you to ask if as advised at the time of booking you did take out or already have holiday travel insurance? If you or any of your party are self isolating and will not be able to travel or should the current situation change and we are all locked down then I will of course provide any supporting documentation you require in order to make a claim.
Unfortunately if you do not have insurance I am not in a position to act as your insurer and refund your payment. However what I can do is refund costs of cleaning/laundry, your security deposit and any charges for a dog. As a good will gesture I can also offer you a 15% discount on any future holidays.
We all find ourselves in a horrible, unprecedented situation which let's hope will not last too long.