In the case you are unable to accommodate a guest due to an over booking, property closure or any other reason, follow the steps below:
1. Report the Issue to STS
- Click Bookings on the side Menu. Then select, View Bookings.
- Under Search Bookings, search for the guest using their name, booking number or email address.
- Once you have located the booking, click on the booking number to view the booking summary.
- Select I Have a Problem and follow the instructions.
2. Notify the Guest
You must notify the guest that you are unable to accommodate their reservation. Advise them that you have submitted the info to STS who will facilitate a refund (if applicable) and help them find an alternate accommodation if needed.
PLEASE NOTE - All relocation fees incurred are charged back to the Host