Refund Procedure

There will be occasions where a refund needs to be processed for a Guest, such as an Early Check-out or a Security Deposit (Bond) Refund.

First, determine the Refund type:

• Security Bond Refund
• Other Refund

For a Security Bond Refund:

1. Fill out the "Security Bond Refund Form" located in the drawer beneath the right computer.
2. Ensure the last 4 digits of the credit card number and the full expiry date are noted on the form.
3. Have the form signed by your Duty Manager.
4. Process the refund.
5. Attach a duplicate copy of the refund receipt to the Security Bond Refund Form.
6. Place the completed paperwork in the Completed Refunds folder in the Back Office.

For Other Refunds:

1. Fill out the "Other Refund" Form found in the drawer beneath the right computer.

Note:

While the Security Bond refund form only requires the last 4 digits of the Credit Card number, the "Other Refund" form needs the entire number. The details of the provided Credit Card should match those in the guest folio.

2. Open the Credit Card details section of the guest folio and click "Show".

3. Click "Show Card", then login to see the complete card details.
4. Take a screenshot of these details and print them out to attach to your refund form

5. Take a screenshot of the Transactions tab - including the outstanding amount at the bottom - and print out to attach to your refund form.

6. Photocopy the Guest Registration Card and the Bond Pre-Authorisation. Attach these to the Other Refund Form.
7. Seek approval from your Duty Manager, the Financial Controller (Hendra), and the EAM (Michelle).

Note:

If you cannot get approval from all required parties (e.g., on weekends), inform the Guest that their refund will be processed on the next business day.

8. Process the Refund.
9. Once the refund is posted to the Guest Folio, print a copy of the Ledger Invoice and attach it to the refund form with a copy of the refund docket.
10. Place the completed paperwork in the Completed Refunds folder in the Back Office.