CHARGES, CANCELLATIONS, AND RESOLUTIONS
This procedure is established for activities related to Charges, cancellations, and resolutions. For this purpose, the company processes charges and receives payments from the platforms, arising from findings prior to the reservations that stay in our units.
Last Update: Mayo 2026
April 2026
Revised by: Johanna García
Objetive
- Ensure proper management of charges associated with each reservation.
- Ensure cancellations are processed according to established policies.
- Resolve any financial discrepancies or incidents in a timely manner.
- Verify that payments received from platforms are accurate and complete.
- Minimize financial losses by tracking pending charges and disputes.
- Maintain effective communication with platforms for case resolution.
- Optimize response times in handling charges, cancellations, and resolutions.
- Ensure proper traceability and documentation of each action taken.
- Comply with internal guidelines and quality standards in financial processes.
In the CRM, this process is recorded as #Damage
Situation Map
What is a situation
- A situation is any deviation in proper service that is noticed by a guest and may or may not be communicated to us by the guest. A situation can be classified as serious (requiring priority attention) if it prevents the guest from comfortably completing their stay.
No situation should be dismissed, and they should be resolved as quickly as possible from the time of notification.
Procedure Line
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✅Charges for Airbnb- Booking
Step 1
Go to Breezeway / Calendar / User
Each zone will have the charges to be made assigned to its user. Using the search icon, each one will appear:
Only amounts greater than or equal to $300 USD will be charged.
When there is a charge below this amount, a note is added in Breezeway and the ticket is closed.
When you click on the charge, a panel opens on the right side displaying the basic charge details.
Step 2
a. The next tool to carry out the process is the Airbnb Resolution Center.
https://www.airbnb.com/resolutions/
b. On the platform, the money is requested using the “Request Money” option, and you follow the step-by-step process to submit claims to guests for damages reported by the Maintenance and Cleaning team. Like this:
Request Money
c. Enter the reservation code.
d. Select the option: Damage, missing items, or unexpected cleaning.
Keep in mind that this charge can only be submitted up to 15 days after the guest’s check-out.
e. In this section, select “No” indicating that we do not require a security deposit, and proceed with the process by providing the context of what happened with the guest and the reason why the charge is being submitted to the system.
Next, select the item for which the charge is being made:
f. Next, the relevant case information is entered, including the evidence that the team has uploaded in Breezeway regarding the damage.
Important: It is asked whether it can be repaired, and the answer is NO.
Important: The age of the item is asked. It should always be marked as “Less than one year.
g. In the invoice section, the Excel file with the provided templates is used.
h. At this point, it is important to find the same item being sold online, which the resolutions team will use to verify the item’s current market value.
i. After attaching the item, click “Next.
j. Next, the system asks when the incident occurred, and the guest’s check-out date is selected.
k. And the charge is now submitted in the Airbnb system.
L. Once the process is completed, the guest has 24 hours to respond.
m. If after 24 hours the guest has not responded, Airbnb must be involved so they can step into the process, as in the following example:
Step 3
After 5 days, an email will be sent regarding the payment of those escalations, or notifications about any clarifications required by the platform, with the label: airbnb-resolutions
It is important to stay attentive to the email inbox in order to comply with the required process and complete the resolution of the case.
Step 4
It is important to create a Note ticket in order to have visibility of the follow-up in the CRM, within the reservation to which the charge corresponds.
Step 5
In case the platform requests further clarifications, it is possible to use this format provided in the shared Excel file or a screenshot of the same case in Breezeway.
Breezeway: Search for the word FOB.
Step 6
And once the payment has been processed, a Charge ticket must be created in the CRM, under the reservation to which that payment corresponds.
2. ✅Cancellations Airbnb
Through the Airbnb profile: Info, the penalties can be viewed:
https://www.airbnb.com/hosting
At the bottom, click on “See all reservations".
It is processed through the chat by informing the platform of what happened. They will remove cancellation penalties or any unjustified charges.
To open a NEW CASE, go through the Airbnb profile / Support.
https://www.airbnb.com/hosting/messages/2508902366?unread=
Message/ ALL / Support: https://www.airbnb.com/hosting/messages/2508912638?inbox_type=support
When searching for a case that is already “Closed,” there is a “Contact Us” notice at the bottom. Click on it.
And from there, the escalation process can be initiated accordingly.
3. ✅ Airbnb Resolutions
The task is carried out from Resolution Center
It is important to create a Note ticket to ensure visibility of the follow-up in the CRM, under the reservation to which the charge corresponds.
And once the payment has been processed, a Charge ticket must be created in the CRM under the reservation to which that payment corresponds.
🔴4. Chargueback
5.✅ Resolusiones Booking
Charges for Booking are viewed on the Breezeway platform.
Log in to Booking
User: CarlosRuizWeHost
Password; BookWH26_$$$
You verify via email and log in using the code sent to the Front Desk email.
And using the guest’s name, you search for the case in the platform.
Reminder: You have 14 days to file a claim with the platform.
Click on “File a claim.”
Scroll down to the bottom of the page, accept the Terms and Conditions, and click “Make a claim.”
And a new tab opens to submit the claim:
The information recorded in the Breezeway case is uploaded.
Once completed, click “Review request.”
Enter the date when the damage occurred.
And for the damage description, it is recommended to use Artificial Intelligence to ensure the text is clear and precise, emphasizing that the damage was caused by the guest.
From that section, the following fields should be updated:
- Check-out date of the unit
- Guest details
- Context or description of the issue or escalation
- Amount to be charged
After this, copy the format into the page and enter the same description in the text box.
Using the email highlighted in blue (indicated by the arrow), copy and paste it into the email field to validate it.
Or by entering the label “generali Claim,” it can also be found.
And this is how the charge report appears.
https://generalitravel.recipientselect.com/dashboard
Through that page, you can view the payments that are generated (you have 3 days to accept these payments).
Or that payment can also be viewed in the email.
5.1. REVISAR CORREO PARA ACEPTAR PAGOS- DIARIO
Initially, the email must be reviewed and validated using the “Generali Claim” tag.
When a payment is detected, you must click on “Get Started” and begin processing the payment as follows:
The *3030 account is always used.
Credenciales Generaly Booking
User: frontdesk@wehostgroup.com
Password: Cobros2026**
The system sends a password to the Front Desk email in order to log in.
-
NOTE: When payments expire due to the date, a phone call must be made to reactivate the
payment.payment: Numero de generali 0018005413522
🔴6. Refunds Booking
- From the Booking extranet, search for the reservation using the guest’s name.
2. Once you open the reservation, you will be able to view all the booking details. The information we need to collect is:
- Booking Number
- Unit name
- Property ID number
This information is important for the call we will make.
- Before calling Booking, it is important that the agent making the call registers themselves as a property contact.
To do this, from the same reservation view, click on the profile icon located in the upper-right corner and go to “Contacts.”
4. From this section, you will be able to view the property’s contact points, and you can also add new contact points from here.
5. With the basic information, we can add ourselves as a new property contact. It is recommended to use the corporate phone number so that Booking’s callback verification process is more effective.
6. Once we have this information, we can proceed with the call to Booking.
Please note that for these refunds, it is necessary to call Booking directly.
Booking Spanish Support
Mobile: 005714192623
Booking English Support
Mobile: 0018888504649
When calling Booking, select the option indicating that we are property owners and that the issue is related to an ongoing reservation so the support process is faster.
Once connected with an agent, inform them that you need assistance processing a refund for a guest. The agent will request:
- Reservation ID
- Property name
- Property ID
The agent will collect the information and then request a callback verification to confirm the details. (This is why it is important to add ourselves as a property contact beforehand.)
Once the agent completes the callback verification, you will be able to continue with the refund process.
At the end of the call, the agent must send an email confirming the information.
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The following are the supporting files for the processes described above:
The Excel file contains standardized templates for linking the invoices that must be used in each case:
The following recordings contain the official handovers for each procedure, in order to ensure continuity of each assigned activity:
Part 1:
https://drive.google.com/file/d/16jUWNWSTiDomhpLszzc3aqdHe5uDTsU5/view?usp=sharing
Part 2:
https://drive.google.com/file/d/16jUWNWSTiDomhpLszzc3aqdHe5uDTsU5/view?usp=sharing