Additional Arrangements: How to remove Pre/Post Tour Accommodation

CS PROCESS - REMOVING AND ALTERING PRE & POST TOUR ACCOMMODATION

Important Note: Refund Task (If Applicable): If the customer has already paid, you will need to create a refund task in HubSpot to finalize the process. 

You may find the REFUND PROCESS HERE

IMPORTANT NOTE:

OPS PROCESS:

• Full Booking Cancellation

  • • • If a customer cancels their entire booking, email the supplier accordingly.

      • Ensure that all costs associated with the cancellation are accounted for.

  • Partial Cancellation – Additional Accommodation

    • • If the customer only wants to cancel an additional accommodation request,

      • Email the cancellation request to the supplier when the status is updated to Cancelled in the system.

• Modifying the Number of Nights

  • • • Adjusting the number of nights will trigger an automated email to specify the new total nights booked.

      • OPS must carefully check the number of nights reflected in Back-End (BE) against what is listed on the supplier invoice to ensure accuracy.

• Reimbursement Policy

  • • • No reimbursement for accommodation cancellations made within 70 days of departure.

      • If the cancellation request is made more than 70 days before departure, OPS must investigate with the supplier to determine if any reimbursement can be offered.

      • For Allotment package types, reimbursement can be issued if the cancellation request is made more than 70 days before departure—but only if the customer is keeping the tour and just removing add-ons.

• If the entire booking is canceled, standard T&Cs apply regarding refunds.