Service recovery for guests' experiences


Guidelines:

  • Depending on the scenario/severity, you can choose to give voucher, or refund, or voucher + refund
  • Voucher is not applicable for Riparide and Airbnb bookings
  • For all refunds, please log all refunds in the guest log so that this can be adjusted on the summary payout for hosts accordingly






Scenario

Guest approach

Compensation

Response

Hard time finding location/accuracy of listing

As feedback

  • No compensation

Thank guest for feedback and assure that we will correct listing info

As complaint

  • No compensation to $20

Missing amenity

As feedback

  • No compensation

Thank guest for feedback and assure that we will correct listing info

As complaint

  • No compensation to $20

Insects (bugs, spiders, ants, etc)

As feedback

  • No compensation

Thank guest for feedback and assure that we will work on this (ex: fly screen, pest control, fix house, etc)

As complaint

  • $50-80 voucher (depends on how grave it is)
  • At most, we can give $100 refund
  • Refund if guest did not complete their stay

Pests (cockroaches, rats, etc)

As complaint

  • $50-100 or 50% refund
  • Refund if guest did not complete their stay

Thank guest for feedback and assure that we will work on this (ex: fly screen, pest control, fix house, etc)

Faulty amenity (no hot water, no power, broken A/C)

Pre-arrival

  • Swap location or refund

Thank guest for feedback and assure that we will work on this (ex: fly screen, pest control, fix house, etc)

Day of arrival/During stay

(Guest can stay)

  • $100 refund + $50 voucher

Day of arrival/During stay

(Unable to stay)

  • Refund + $100-200
  • More than $100, we seek approval to Dave/Sabrina

Unclean house (molds, dirty dishes/windows, stains)

As feedback

  • No compensation to $50 (depends on how it was given)

Thank guest for feedback and assure that we will work on this (ex: fly screen, pest control, fix house, etc)

As complaint

  • $50-100
  • Partial refund up to $100

Unsafe stay (guest felt uncomfortable/unsafe during their stay)

As feedback

  • Refund up to $100
  • Refund if guest did not complete their stay

 

As complaint

Water leaks

Safe stay

  • No more than $50

 

Unsafe stay

  • Swap or postpone or refund (pre-arrival)
  • Refund + $100 (during stay/date of arrival)
  • Refund if guest did not complete their stay

Last minute relocation (house repair, unable to host – host initiated)

Pre-arrival

  • Swap or postpone or refund or voucher of the same value

 

During stay

  • Full refund + $100