Host for a popular short-term hospitality provider cancelled a booked, paid in full, two-week reservation on the day that the reservation was to begin.

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The host was very apologetic, stated refund would be initiated immediately, but cancellation via hospitality provider system did not go through.  So host promised a refund using personal funds to be completed within 24 hours.

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The customer, after not receiving the refund promised and after sending several follow up emails to the host without reply, contacted the hospitality provider for help to gain a prompt resolution.  The connection to the hospitality provider was not easy, as the customer could not reach a representative until a third attempt.  In fact, the customer had to speak to multiple representatives, including a supervisor while enduring significant delay before access to the proper assistance needed was establish. 

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The representative was found to be kind by the customer, but ineffective.  The first approach was to direct the customer to contact the host, as the reservation was not showing cancelled in the hospitality system.  The customer was insistent that a better approach be utilized; then the representative referred a case manager's assistance. 

 

Though the case manager noted the host-cancellation message that was sent to the customer, the case manager stated the resolution process required that the host be contacted for confirmation before a refund would be granted.  However the host was not reached after 48 hours.

 

 

As a result, the customer was frustrated more, because the host had not been responded within 72 hours.  Yet, the case manager seem nonchalant about additional delays.  The customer insisted on quicker resolution and the case manager agreed to resolve the issue no later than end of day.  End of day arrived, the customer didn't receive a refund, and the manager left work.

 

After multiple calls and follow up by the customer, the refund problem was solved, finally.

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