AOM TEAM - CANCELLATION AND FEES : APARTMENTS OF MELBOURNE

AOM TEAM - CANCELLATION AND FEES : APARTMENTS OF MELBOURNE

CANCELLATIONS AND FEES


How we deal with cancellations and changes has changed. Now our process and the way a cancellation is completed depends on the source of the booking i.e. which website they booked on. There are new rules for guests who book direct and some new options for third party bookings.


CHANGE OF DATE OR ROOM TYPES

Third party bookings i.e. Booking.com and Expedia: 
Whilst we certainly don't have to offer to change bookings, we can authorise certain changes where we believe its needed. Guests who wish to change the date of a booking can do so through their booking provider subject too
1. The new date being available, and the guest agrees to the new room rate i.e. the advertised rate if its higher than original
2. $49 booking change admin fee
3. The booking provider must make this request in writing
The same applies to a change of room types.

One change of date is available without the $49 change fee assuming
1. The new date being available, and the guest agrees to the new room rate i.e. the advertised rate if its higher than original
2. The guest must make this request in writing
The same applies to a change of room types.

CANCELLATION DUE TO PAYMENT ISSUE OR, UNDER 21
Booking.com: Payment declined, card issue. In this case we WANT to cancel the booking therefore, we do not charge a cancellation fee, simply the booking is cancelled in booking.com and then this will update in our system. This is done within 48 hours of a booking being made and is cancelled through the booking.com extranet system.

Where the guest is under 21, they simply need to contact their booking provider and, a request needs to be sent through to us.


CANCELLATION DUE TO CHANGE OF MIND

It’s important to remember that all bookings are accepted as fully confirmed, we don’t take tentative bookings and guests expect us to hold rooms for them.

THIRD PARTY WEBSITES I.E. BOOKING.COM AND EXPEDIA

There are no cancellations or refunds, if the guest believes they have a special circumstance that requires a waiver of the policy then they need to email info@apartmentsofmelbourne.com.au stating the case for waiver. This ticket is then assigned to the Support Manager for review. Should this be accepted as an exception, a booking change fee of $49 applies, again, the Support Manager in rare circumstances may waive this.

Examples of where a cancellation may be permitted:
  • We are going to be full regardless
  • Its more than 60 days from arrival
  • A medical issue (Proof Required)
  • Guest does not have money for bond. (no Booking Change Fee charged)

DIRECT via www.apartmentsofmelbourne.com.au WITH BOOKING PROTECT - OUR FREE BOOKING PROTECTION:
Guests will now enjoy the choice of either:
1. One FEE FREE* change of date of stay, name of booking or room type change
2. One FEE FREE* cancellation of booking provided at least 72 hours’ notice before arrival is given. In this circumstance we will hold your payment as a credit which will be available for 6 months towards a future booking.
*Different rate fee may apply if the new dates are more expensive
These changes are processed manually after, the guest emails help@apartmentsofmelbourne.com.au

PROCESSING FOR DIRECT BOOKING
AOM Support team do not need managers approval to process these requests. Simply record a note in the booking and either change the booking, or cancel the booking ONCE AN EMAIL FROM THE GUEST IS RECEIVED.

If the booking is cancelled, leave the credit on the booking for later transfer to new booking. This is done by issuing a refund using payment code: Booking Protect and placing a credit onto the new booking using the same payment code.

Email the guest the template in Zoho Desk called "BOOKING PROTECT" and close the ticket.

RATE DIFFERENCES
If the new rate is lower there is no refunds
If the new rate is higher then guest is required to pay the new rate

NOTE: OPERATIONS HOST CAN APPROVE REFUNDS FOR UNDER 21 OR NO BOND.
Their decision is to be put on the notes of the booking approving the refund. OS can then process once correct email request from provider i.e. booking.com is received.

OPERATIONS HOST - If you have a guest who is under 21 or No Bond, Mark the booking as 'NO SHOW' Immediately do put that room back for sale.  Then help the guest to contact their booking provider and cancel their booking. SEE OTHER KB ARTICLE REGARDING THIS PROCEDURE. 



FOR THIRD PARTY BOOKINGS
Booking Change Fee: If cancellation is approved, we apply a $49 administration fee to the refund except for under 21 or guest does not have money for bond.

Phone Script:

As you are aware, a condition of your booking was no refunds, therefore whilst you can cancel your booking you won’t actually receive a refund. We are happy if you want to change the name on the booking to a friend or family member.

Email Response – Refund Approved:

Thank you for your email, we are disappointed you won’t be able to stay with us. As you are aware, a condition of your booking was no refunds however under the circumstances mentioned below we are happy to proceed with cancellation and a refund of the total amount paid less a $49 administration fee.

Email Response - Refund Declined:

As you are aware, a condition of your booking was no refunds, therefore whilst you can cancel your booking you won’t actually receive a refund. We are happy if you want to change the name on the booking to a friend or family member. Ultimately we take bookings as final and accordingly are able to offer great rates to guests.

You may find by contacting your travel agent you may have travel insurance or other options available to you. 

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