Action
Maintain clear communication channels with guests throughout their booking, especially during unforeseen events like flight cancellations. Document all communications regarding booking changes or refund requests.
Medium impact · low effort
Airline Refunded Them. Hawaii Vacation Rental Kept $12,000
Summary
A Hawaii vacation rental allegedly kept $12,000 despite a customer receiving an airline refund. This case highlights potential disputes over cancellations and refunds in the STR industry, underscoring the importance of clear policies.
Key takeaway