Refund Day Guests within the Partner Portal

Quick Overview

• View all active and historical requests in the Refunds tab
• Track status instantly with three labels: Action, Pending, and Resolved
• Review and respond to tickets within 72 hours to avoid automatic approval
  
  
  

Issuing a Refund

Empower your team to resolve guest concerns on-site—quickly and independently—without contacting ResortPass.

Important Notes

• Guests must be checked in before a refund can be issued
• Refund functionality is currently available on desktop only

How to Issue a Refund

1. Navigate to Reservations in the Partner Portal
2. Locate the day guest’s booking
3. Click “Refund” at the bottom of the reservation
4. Enter:
   • Refund amount
   • Refund reason
   • Brief description
5. Click Submit

Once submitted, the refund will appear in the Refunds tab with a status of Resolved.

Managing Refund Requests

Hotels can manage refund requests submitted within the last 30 days. Each ticket will display one of the following 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

• The refund has been disputed and is under review
• ResortPass Customer Support will follow up via email to help resolve the issue

Resolved

• The refund has been approved by your team or by ResortPass
• If ResortPass issued the refund, hotel admins have up to 30 days to submit a dispute

After 30 days, refund tickets are archived.

Approving a Refund

ResortPass may request your review of a refund, or you may wish to approve one directly.

How to Approve

1. Open the ticket in the Refunds tab
2. Click “Approve”
3. Confirm the refund

The ticket status will update to Resolved.

Disputing a Refund

If you disagree with a refund request (including one approved by ResortPass), you may submit a dispute.

Once submitted, the Customer Support team will review the request and follow up via email to reach a resolution.

How to Dispute

1. Open the ticket in the Refunds tab
2. Click “Dispute”
3. Complete the required form and submit

The ticket status will update to Pending until a resolution is reached.

Tips for Success

• Use on-site refunds to resolve guest concerns in real time
• Complete guest check-ins to enable refund functionality
• Add booking notes for internal tracking
• Ensure the appropriate team members receive notifications by updating settings:
  Partner Portal → Email Settings → Refund Request Notifications