SCRIPT: Cancel

Modification & Cancellation Policy

A tour can be modified or cancelled up to one hour before the start time.

Changes to tour date or time: no additional charge if made in advance. A non-refundable registration fee ($5.50) per ticket will be charged for cancellations.

Opening & Probing

To CANCEL a HEARST CASTLE TOUR reservation:

I'm sorry to hear you have to cancel but I would happy to assist you with this.

May I have your confirmation number?

If the customer does not have the confirmation number available:

What is the name <or> phone number on the reservation?

Verify

Please confirm your name, phone number, and email address for me.

You currently have a reservation for (tour type) on (day/date/time) for (total number of tickets, adult/child). Is this correct?

Would you rather transfer your reservation(s) to a different time or day?

Unit Pre-Cart

>once you've made the requested change but BEFORE tendering the transaction<

Payment Process

There will be a cancellation fee of $5.50 per ticket.

Your total refund is __________. > Breakdown charges. <

Would you like to continue? >pause and ensure guest accepts refund amount before processing refund<

This amount will be refunded back to the credit card you used for your original payment. Please allow 3-5 business days for the refund to appear back on your account.

Closing

I'm sending a cancellation confirmation to the email address on your customer account. You should see it within 24 hours. Please check your spam folder if you don’t see it.

Is there anything else I can help you with today?

Thank you for calling California State Parks.

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