Refund Day Guests within the Partner Portal

Quick Summary:

• View all active and historical requests in the Refunds tab
• Track resolution status at a glance with status: Action, Pending, Resolved
• Review and take any applicable action on tickets within 72 hours

The Refunds tool gives hotel admins a streamlined way to issue, approve, or dispute a guest refund request quickly—right from the Partner Portal. 

Issuing a Refund:
Empower your team to resolve guest issues on-site—quickly and independently. If a situation calls for it, hotel admins can issue a refund directly from the Partner Portal, without needing to go through ResortPass. Important notes:

• A guest can only be refunded once they have been checked in
• To cancel a booking prior to guest check-in, email info@resortpass.com
  
  

1. Locate the day guest's booking reservation under Reservations.
   
2. Click “Refund” at the bottom of the booking.
3. Fill in the refund amount, reason, and a brief description.
4. Submit—it’s that simple! All refunds issued by your team will appear in the Refunds tab as “Resolved.”

Managing Refund Requests:
Hotels can manage and take action on refund requests submitted within the last 30 days. Each request will appear with one of three statuses:

• Action: A hotel admin must approve or dispute the refund within 72 hours. If no action is taken, the refund will be automatically approved.
• Pending: A refund has been disputed by the hotel and is under review. ResortPass Customer Support will follow up via email to help resolve the issue.
• Resolved: The refund has been approved by either your team or ResortPass. If ResortPass issued the refund, hotel admins still have up to 30 days to submit a dispute.

After 30 days, refund tickets will be archived. If you need to discuss a refund, you may reach out to info@resortpass.com for further assistance. 

Approving a Refund:
ResortPass may request that you take action on a refund, and you also have the option to dispute any refund approved by ResortPass. Once a dispute is submitted, our Customer Support team will review the request and follow up with you via email to reach a resolution.

1. Open the ticket in the Refunds tab
2. Click “Approve” and confirm the refund
3. The ticket will now show as “Resolved”
   
   

Disputing a Refund:
ResortPass may request that you take action on a refund, and you also have the option to dispute any refund approved by ResortPass. Once a dispute is submitted, our Customer Support team will review the request and follow up with you via email to reach a resolution.

1. Open the ticket in the Refunds tab
2. Click “Dispute” and complete the required form
3. The ticket will show as “Pending” until the ticket is resolved
   
   

Tips for Success:

• Use on-site refunds to resolve issues in the moment
• Complete check-ins to unlock refund functionality
• Add notes to any booking for internal tracking
• Make sure the appropriate hotel contacts receive refund notifications by updating settings in Partner Portal: Email Settings > Refund Request Notifications.

Note: Issuing refunds is currently only supported on desktop.