Who should handle guest refunds in a managed property?
Published October 1, 2026 · 1 minute read
The answer
Authority should be defined in the agreement and aligned with current booking rules and obligations. Clarify thresholds, documentation, approval, and who bears the cost. A manager needs enough authority to respond appropriately without making unexplained commitments.
Keep guest communication consistent with the decision. Review material incidents afterward to improve both service and governance.
This answer is general education. Apply it to the property's actual location, agreements, and circumstances. Where a decision requires professional advice, use a qualified adviser.
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