What To Do When A Guest Requests A Refund For Their Stay At Turkey Villas

There are no official industry guidelines to go by for owners of Turkey villas

, so it is hard to know whether or not you should give your guest a refund in this situation. On the one hand, you will want to compensate them with the aim of providing good customer service, especially if their complaints are legitimate. However, you also want to watch out for guests who will try to get a free holiday by complaining excessively about things which are not really a problem.

Every request for a refund at any Turkey villas should be dealt with individually according to the specific situation. However, here are some tips for making a decision when a guest requests their money back:

Establishing Clear Guidelines

One of the ways that you can prevent your guests from wanting a refund is to make sure that their expectations are clear and fair from the beginning. You might want to have a welcome letter which will let them know exactly what to expect while they are staying at your Turkey villas. This will help clear up any confusion and avoid guests being disappointed because something they were expecting was never provided.

Also, the welcome letter should inform guests about the "24 hour rule". Let them know that it is your responsibility to resolve any problem within 24 hours of being notified, such as a broken tap in the bathroom or a lack of towels. This gives you a chance to fix the problem at your Turkey villas as soon as they let you know. You can state that if the problem is not solved within 24 hours then they are eligible for a partial refund of their stay, based on how much the problem negatively affected their experience. You can encourage your guests to take a look around the property and report any problems to you as soon as possible.

Extra Expenses

If your guest ever has to pay extra because of a problem with your holiday Turkey villas, it is always a good idea to compensate them. For example, if the stove was not working and so they had to order a takeaway when they had planned to eat at home, or if they had to take their clothes to the laundrette because the washing machine was not working. However, be suspicious of guests who go out to the finest restaurant in town or have all of their clothes dry cleaned and pressed on this situation.

When Should You Give a Full Refund

Hopefully you can avoid ever having to give your guests a full refund, but you might have to do so in some situations. One of these examples might be if your property is accidently double booked because you were disorganized. Apologize profusely and offer them a refund or pay for them to stay at another nearby holiday property. You also might need to issue a full refund if your property needs to be vacated due to a serious maintenance issue.

In these situations you should provide a full refund for their stay at your Turkey villas, in the name of goodwill and customer service.

by: James P Martin

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