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To refund a guest before their check-in date, go to Reservations, select a reservation, and click Issue refund.
If a guest has a problem during their stay (ex: an offered amenity like wi-fi is missing or the hot water doesn’t work), or after their stay, you can send them a partial refund through the Resolution Center.
To refund a guest after their check-in date (during their stay or after they check out):
- Go to the Resolution Center
- Go to the relevant reservation
- Under Select a Reason, choose the reason that best describes your refund situation
- Enter the refund amount, and add a message to your guest
Your guest will be notified of the refund and we’ll process your transaction within 48 hours. Once you submit the refund amount, the transaction is considered final. For any additional refunds, you or your guest will need to submit a new request using the Resolution Center.