Vacations, Bad Things, and Refunds

Things going wrong are part of the vacation industry. In fact, problems are a part of every industry. How the companies and individuals handle the situation is what separates good and bad business practices.

I get it. No one likes to spend money and not get a fair value for the products they purchased. This principal applies to the retail industry, the service industry, and especially the vacation rental industry. Just like everything in life, how you handle the mishap, bad situation, or broken “something” is very important. While you, the customer, might be furious over the mistake or problem I am quite sure the company is just as frustrated. They not only have to fix the situation, they have to deal with an irate customer who might just try and bash them to every online and print medium within their grasps.

Handling customers might be the most touchy subject in the vacation/travel industry. Should companies fix the problem or just give the guest a refund. Maybe both? Or does the complaint even warrant a refund? Is it possible that the guest is just looking for some extra money or a free vacation? Maybe both? Let’s get one thing right for travelers and management companies. For the most part, both companies and guests want everything to go as planned. Happy customers (maybe less than mad customer though) talk a lot and repeat business is the easiest type of business.

How To Handle Problems

• First of all, you must remain calm. Losing your temper will not help things go faster.
• Clearly and politely explain the situation. Do not over exaggerate other issues to help move the process along–it will not work. If the hot tub is the problem then only talk about the hot tub. Bashing the cleaning and the house (if that is not the issue) will only complicate things. Stay focused on the problem.
• Don’t act like you are going to call your lawyer. Seriously? You have a lawyer on speed dial. Don’t blow smoke.
• Threatening to bash a company on every media outlet know to man is not the best idea. What company would want to help a customer who is probably not going to use their service again?

Non Issues On Your Vacation

• Broken Coffee Pots or TV remotes are not emergencies.
• Running out of toilet paper.
• No cable/satellite TV. False advertising is one thing. Service being out is a totally different thing.
• Three ants in the bathtub.
• You must remember the management company does not have control over the weather. Yes, the company cares and will help, but I would consider purchasing travel insurance.
• And so on…

As customers, you must remember that refunds are not always deserved. Compensation should be directly related to the mishap. For instance, if you paid a cleaning fee and the property was not cleaned upon arrival it would be fair to ask for the cleaning fee to be refunded OR for the property to be re-cleaned. Another way to handle a situation like this would be to have the company re-clean the property while the company compensates for a dinner on the town. Compensation will vary, but you must remember full refunds are very rarely deserved.

All companies hate it when something goes bad for their guests. This does nothing to help repeat business and can cost the business a lot of extra money. The travel industry needs happy customers to spend their money. A good company will take the time to help their customers and rectify the situation. All people must remember that responding with kindness will make the situation much more tolerable.

Related posts:

1. Why Use A Travel Agent
2. Avoiding Vacation Rental Scams
3. Paid Advertising For Vacation Rentals
4. Our Friend’s Place
5. Myrtle Beach VRMA 2010