How to Request a Waiver or Refund in Special Circumstances

How to Request a Waiver or Refund in Exceptional Circumstances

Overview: In some cases, your guests may need a waiver or refund due to circumstances such as medical emergencies, family emergencies, or visa issues. Here’s how to handle these situations.

Key Points:

    •    What’s Considered an Exceptional Circumstance?

Situations like medical emergencies, death in the family, or complications with travel documents are considered valid reasons for a waiver or refund. You will need to provide supporting documentation such as medical certificates or a death certificate.

    •    How Do I Request a Waiver or Refund?

To request a waiver or refund, simply submit the necessary documentation via the portal. We’ll forward the request to the hotel, but please note that the decision to approve or deny is ultimately up to the hotel.

    •    Processing Time and Follow-Up

Waiver and refund requests are typically processed within 30 days, but timelines can vary depending on the hotel. If the request falls outside the agreed timeline, iOL X will assist in contacting the hotel for more details.