A further canned response for customers enquiring about our cancellation policy.
Hello Team Longcroft.
A huge thank you to each and every one of you for remaining customer-centric at this challenging time. We continue to do the right thing by the customer on a case by case basis and so far this has resulted in all of our customers being happy with the level of customer service they have received. We have found that the large majority of our customers understand the challenges we are faced with.
What next?
We are keeping an eye on how CovID19 progresses on a daily basis and will continue to keep you updated if we need to do anything differently. Our terms and conditions remain the same and are fair in terms of cancellations and we will continue to work with our customers on an individual basis.
We recommend contacting all customers that have imminent bookings with you either by telephone or email to chat about their bookings. Forewarned is forearmed!
Below is a new email response if your customer enquiries about our cancellation policy.
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Customer enquiring about our cancellation policy.
Hello (customer name)
Lovely to hear from you and hope you and lovely (cats names) are well.
We understand the challenges of scheduling holidays at this time and am keen to be as fair as possible.
It’s totally no problem to cancel up until the ( date) which allows us 28 days to reallocate the suite to another guest. However if you find you need to cancel past (date) sadly the full amount for (cats name) stay will become due. How about I schedule a call for this day and we can chat about your plans?
With just (number of suites at your hotel) suites, cancellations do hit us quite hard and as a result we are unable to refund deposits.
Alternatively, if you do have any other dates in mind please let me know and I will gladly check availability for you.
I do hope you find this fair, it’s certainly a juggling act all round at the moment!
I look forward to hearing your thoughts.
Sending purrs,
(your name)
For ease of reference here are the canned responses that we shared last week …
Query regarding the cancellation process
Dear xxx and xxxx,
Great to hear from you.
It’s totally no problem to cancel although sadly because your cancellation is outside of our 28 day cancellation period the full amount for xxxx’s stay is already due.
With this in mind if you do decide to cancel I will try to reallocate the suite that I have reserved for xxxx and will deduct any days that I am able to re allocate from the balance.
I do hope you find this fair and look forward to hearing from you tomorrow morning.
Sending purrs.
(hotel owner)
Cancellation with less than 28 days notice and invoice settled
Hello XXX
We are so sorry that your holiday has been cancelled. Thank you so much for settling (cats names) holiday invoice in full. On this occasion and as a goodwill gesture we would like to offer you a complimentary upgrade from our service based packages on your next reservation at my hotel over the next 12 months.
We wish you well and hope to see you and ( cats name) again soon.
Sending purrs
( hotel owner)
Cancellation with less than 28 days notice and invoice outstanding
Hello XXX
We are so sorry that your holiday has been cancelled. Sadly as your cancellation has fallen outside of our 28 day cancellation period the full balance of £xxx is due. I have attached an invoice for you. If I am able to re allocate any of the dates to another guest I will gladly issue a credit against (cats name) next holiday which you can use at my hotel at any time over the next 12 months.
We wish you well and hope to see you and ( cats name) again soon.
Sending purrs
( hotel owner)
Cancellation with at least 28 days notice
Hello XXX
We are so sorry that your holiday has been cancelled.
Thank you for letting us know in advance of our 28 day cancellation period. We will cancel the remaining balance outstanding on ( cats name) holiday invoice and very much look forward to seeing you again soon.
Sending purrs.
(hotel owner)
Process for holiday extensions due to self isolation / being isolated abroad
We would contact the customer and if necessary their emergency contact or family member to agree the best plan and if necessary look into moving their kitties to another Longcroft hotel that has a suite available (we can support with this through the global line) and using our chauffeur service or arranging for their kitties to be picked up and looked after by a family member.
Sending purrs.
Abi & Lucy =^^=
