Subject: FW: One Time Exception Request - Transaction# 83502
From: Deeksha Dadu <[email-masked]>
To: "[email-masked]" <[email-masked]>
Date: Sun, 20 Aug 2017 10:14:11 +0000

Hi guys,

Please see the email below. Jay is right. We are never advising buyers to resell their rooms on roomer if they are not able to use it.

For this case, please tell the buyer that we are working to see what we can do and in the mean time, if she wants she can resell her room on roomer. Please contact HB and only and only if HB gives 100% refund, will be promise buyer anything. No exceptions at all please.

Regards,
Dee

From: Jay Hameed <[email-masked]<mailto:[email-masked]>>
Date: Sunday, 20 August 2017 1:10 pm
To: roomer india <[email-masked]<mailto:[email-masked]>>
Cc: Levz <[email-masked]<mailto:[email-masked]>>, Jaycel Isip <[email-masked]<mailto:[email-masked]>>, Deeksha Dadu <[email-masked]<mailto:[email-masked]>>
Subject: Re: One Time Exception Request - Transaction# 83502

Team

Next time, ask her to SELL it on roomer.

For this time check with the hotel and hotelbeds. ONLY if it is 100% CLEAR that we are getting the refund, then we will refund the buyer.
Bare in mind, although the hotel may agree to 100% refund, HB might decline to give it to us so make sure HB agrees too.

Also team, your first instinct is to tell the buyer it's non refundable and that they should try to sell it on roomer BEFORE even escalating to me or contacting the hotel. This is our business model, to help people that are stuck with their hotel rooms to try and sell it

Jay

On Fri, Aug 18, 2017 at 11:15 PM, roomer india <[email-masked]<mailto:[email-masked]>> wrote:
Hi Jay,

Hope this email finds you well.

Buyer for the transaction# 83502 contacted us on 18/08/17, at 19:48 UTC, she was in despair and explained this booking was made for her marriage anniversary and it is now not going to happen as her husband has filed for a divorce. She was extremely upset and was apologetic that she has to ask for a refund although she knows it is a non-refundable booking, but her financial circumstances are such that she cannot afford this trip and had to contact us.

This is a Hotelbeds booking and in order to understand what the hotel can offer considering the situation, I have spoken to the hotel and they have advised that they will allow a penalty waiver if the buyer can send them an email explaining the situation.

In lieu of the buyer's circumstances, please let us know if we can offer a one time exception if we get a refund from HB.

Thanks and regards,
Kaushal

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