Coronavirus and your cancellation policies
This is our response to your policy regarding cancellations due to the Coronavirus. Please whoever reads this, take this up to your supervisor or director. We are living through an unprecedented situation worldwide. This is not a local natural disaster but affects the entire world and has enormous consequences for the travel and tourism industry. In your mail you speak to your partners and guidelines we, your partners must submit, free cancellation for your / our guests and we your partners don’t agree with that. By setting this policy you take the side of clients and for sure they are very important, but you are letting down your partners and leave them in an incredible difficult situation. Of which many and perhaps we ,don’t not recover. A partner stands by in times of need and a working relation is a two-way street. You state in your email the following:
In this situation, for payments facilitated by Booking.com, we refund guests who cancel their reservations. In turn, you are required to refund the money to the virtual credit card payout you receive from us.
We are an agency and use your site for extra exposure on properties. These properties are not ours. The money charged the secure the reservation has been paid to the owners of the villas and therefor this money is not on our bank account. And as many companies in this industry we highly depend on cash flow. Your policy regarding cancellation is not a policy opted by airlines, tour operators, villa rental agencies. They/We give our clients the option to re book should they have travel restrictions or if we can’t receive them due to travel restrictions. After this we can always take a more personal approach to the clients if they have severe problems. If you stand by your policy which of course you have every right to do so we will take the right as your partner to pay back the client when and if it’s possible for us.
Johannes van Roden