Cancellation request - Non-Refundable or Partially refundable

Question 1

What is special about cancellation laws in California and Brazil? «<»>

Answer 1

These regions have consumer protection laws that override standard cancellation policies.

Question 2

When did the new California cancellation law take effect? «<»>

Answer 2

July 1 2024

Question 3

What does the California law allow? «<»>

Answer 3

Guests can cancel California stays within 24 hours of booking and get a full refund regardless of the hotel’s policy.

Question 4

What condition must be met for California’s cancellation law to apply? «<»>

Answer 4

The reservation must be made at least 72 hours before check-in.

Question 5

What are the two approaches partners use for California law compliance? «<»>

Answer 5

1) Adjust data to show correct policy; 2) Handle requests case by case.

Question 6

What is Brazil’s cancellation law called? «<»>

Answer 6

The Right of Regret.

Question 7

What does Brazil’s Right of Regret allow? «<»>

Answer 7

Brazilian consumers can cancel within 7 days of booking and get a full refund.

Question 8

Does Brazil’s Right of Regret apply even if the hotel’s policy is non-refundable? «<»>

Answer 8

Yes it overrides the hotel’s cancellation policy.

Question 9

If a Brazilian guest books a stay less than 7 days before check-in

Answer 9

what is the cancellation deadline? «<»> 11 AM on the check-in date.

Question 10

If a Brazilian guest changes their check-in date does the 7-day rule reset? «<»>

Answer 10

No

Question 11

Do local hotels and partners have to comply with Brazilian cancellation law? «<»>

Answer 11

Yes they should allow free cancellations under those conditions.

Question 12

Are waivers automatically applied in these legal exception cases? «<»>

Answer 12

No each case may be handled differently depending on the partner.

Question 13

What should be verified when a cancellation request under these laws is received? «<»>

Answer 13

Confirm the cancellation was within the legal deadline.

Question 14

What is the first action after verifying timelines in these cases? «<»>

Answer 14

Contact the hotel to request a free cancellation under local law.

Question 15

What should you do if the hotel rejects the cancellation? «<»>

Answer 15

Note the reason contact the partner

Question 16

If cancellation is approved what is the final step? «<»>

Answer 16

Confirm with the partner and inform the customer.