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    How do I reimburse a guest for a problem or missing amenity during their stay?

    If a guest has a problem during their stay (e.g. an offered amenity like wifi is missing or the hot water doesn’t work), you can send them a partial refund through the Resolution Centre.

    To give a partial refund:

    1. Go to the Resolution Centre on
    2. Choose the reservation you want send a partial refund for
    3. Under Select a Reason, choose Offer Partial Reimbursement
    4. Enter the desired amount, currency, and a message to your guest