Hi, I just want to find out what the normal procedure is with regards to refunds in the case of cancellations.

For example -  the guest paid R1000 deposit, of which I received R968 (R28.75 was credit card commission and R3.25 was bank transfer fees).

What amount do I now refund? R968?  There is still an additional R20.00 fee too?

Please help!



Bandara Hotels…

It totally depend on your refund policy that you have setup.

If you refund policy is non refundable but you allow guest to refund. Then I will suggest that you should refund at R948. As you need to pay for bank fee, and you need to explain that to guest as well.