Waiving cancellation fees
I have rceived a request from a guest who has just cancelled last minute due to the situation in Israel and has asked to waive the fees. The guest is *** #***
I have answered your email and agreed to do so but I have several problems
1. The process used to be different and I am not sure if answering the mail was the correct way to do it and sufficient but I couldn't find any other way to do it. I would like to be sure my positive answer has been registered.
2. I am them being asked to send proof of refund. We never charge guests before they arrive. Payment is on departure. Therefore I don't and will not have proof of refund. Could you maybe check with the guest that they haven't been charged.
3. I have another guest who has cancelled last minute due to the situation and is also asking to have the cancellation fees waived but he can't find how to do it. His name is *** *** # ***check-in date 16/05/21. Is there any way you could help him.
Thanks in advance.