Objective : To keep the customers happy.
Pls use this as a reference guide to help you in doing service recovery for our guests.
The suggested compensation for each scenario is the maximum amount you can offer. Actual situations may differ and you'll have to use your best judgement to save costs for the company and offer a fair solution for our customers and hosts.
Bear in mind that we incur costs because we have to pay our hosts too. Especially if the guests have used the items in the house and hosts will need to be paid for cleaning. Any refunds made to the guest, the balance remaining will be shared with the host based on their hosting % share. So if a full refund was made to the guest, the host will not receive payment for that booking**. You are responsible for ensuring that both guests and hosts are agreeable to the arrangement. Pls log the refunds in the adjustment to monthly payouts for hosts list and we will adjust the hosts' monthly payouts for the booking.
**Exceptional cases** For cases where the complaint is due to building issues e.g. faulty door lock, water leaking from roof, etc. company will cover for the cost of refund to guests. Hosts will be paid their share as per full booking payment. Gas, water and power issues are not counted as utilities should be provided for by hosts.
For scenarios 1-4, you are allowed to offer up to a maximum of 100% refund and $100 Tiny Away voucher.
In instances where you need to problem solve for customers on the spot and it is a valid complaint, you are authorised to offer up to a maximum of $100 cash compensation for the customer. Keep the customer happy. Receipts would be required for their claims. Use your discretion to discern the minimum compensation that can be offered in order to keep the customer happy.
e.g. If the guest has arrived at a property and found that the tiny house is not cleaned and not ready for their stay, you can offer for them to go and have a coffee break at the nearby town first. We will pay for their coffee. Receipts would be required. Then quickly contact the host and arrange for the house to be cleaned as quickly as possible.
For scenario 5, double booking is our worst case scenario. Refer to options that you can offer customer below.
Decide if the complaints are valid or invalid and offer the solutions for service recovery. You don't have to ask your supervisor for permission. Do what you think is right based on your customer service trainings.
Thereafter, make sure the issues are followed up on (e.g. maintenance, cleanliness) and resolved so that we will not receive complaints again from future guests.
*For cases where guests leaves earlier for their own personal reasons and not due to our fault, there is no need for us to do refunds or service recovery.
| No. | 1 (MILD) | 2 | 3 | 4 | 5 (WORST) |
| Scenario | Feedback | Accuracy of listing, Unsatisfactory comfort level | Power, noise & security | Cleanliness & Health | Double booking |
| Examples | Missing amenities, hard time locating the property - No impact to guest's stay | i) Misleading and inaccurate listing description causing wrongful expectations about stay ii) Insect and bugs causing some discomfort during their stay | i) No power, no water, heating or cooling system not working, water leaks, etc causing safety issues, uncomfortable stay and lack of sleep ii) Noise from main house, neighbours, other guests, etc. causing lack of sleep iii) Property security or safety issues | i) Mouldy items, dirty dishes, etc causing health risks ii) Large numbers of spiders, ants, etc and pests (cockroaches, rats, etc) causing lack of sleep, health issues or unsafe stay | see below |
| Max Refund | 0% | 50% | Refund less cleaning fee | 100% | 100% |
| Gift Card Compensation (only for Tiny Away website) | $100 | $100 | $200 | ||
| Follow up / escalation Dave and Sab to be copied in all emails | State manager & host | i) Hospitality team (improve on listing description) ii) State manager & host | State manager & host | State manager & host | Host (if guests has reached property) |
| Resolution due | Within 24 hrs | Within 24 hrs | Within 24 hrs | Within 24 hrs | Within 24 hrs |
| Payout to hosts |
Scenario 1 : If double booked before check-in date :
- Offer to change date
- Offer alternative location
- Cancel and refund
Scenario 2 : If the guest is already on their way or have reached the property :
- Is there an alternative accommodation available for the guest on host's property? If yes, contact host and coordinate with the host to accommodate the guest. Host will receive full booking payment for allowing the guest to stay in their own house / cabin. You may consider offering up to a $200 voucher.
- If there are no alternative accommodations available on host's property, offer guests the following options :
Option A : Full refund (If booked via other booking platforms, we cannot offer Tiny Away vouchers)
Option B : Full refund + $200 voucher (equivalent to 1 night stay) or up to $400 voucher (equivalent to 2 nights stay)
Option C : Full refund + $200 voucher + compensation of up to $100 (for fuel, meals, etc.)
Note :
1. We cannot offer Tiny Away vouchers to guests on Riparide platform.
2. For double bookings, hosts incur penalty of USD$50-150 for cancellations. We may also lose our Superhost status on Airbnb if host cancels too many bookings. Avoid cancelling bookings as far as possible. Cancellations by guests are not counted.