Below is a simple table that outlines the process for refund follow-up based on how the refund request is initiated and who is responsible for handling it:
Refund Type | Who Should Handle the Refund | Actions/Next Steps |
Refunds Processed at or by Front Office (FO) | FO City Ledger Team & FO Team | Please send the refund request to the FO City Ledger and FO email, and CC Accounts Receivable (Officers and TL's). |
Refund Requests via Room Reservations | Room Reservations Team & Finance Team | Room Reservations team to handle the request, then liaise with the Finance team for processing. |
Refund Process related to Front Office:
This process should be managed by the Front Office team and FO City Ledger team.
- Submit Refund Request:
Send the refund request to both the FO City Ledger and FO teams via email. Ensure that the Accounts Receivable are copied on the email. - Examples of Refund Scenarios:
- Incidental Deposit Refund
- Shortening of Stay/Promised Refund to the Guest (for direct bookings)
- Service Recovery Refund
- Double charge
- Other guest-related refund requests
Refund Process for Room Reservations:
- Refund Form Approval:
The refund request form must be signed and approved by the AM/Managers. - Submission to DXB Refunds:
Once the form is approved, forward it to the DXB Refunds team and update the tracking system accordingly. - Follow-Up for Refund Proof:
If the proof of refund has not been received from the Accounts department, follow up with the DXB Refunds team. - Notification to Guest:
Once the proof of refund is received from Accounts, send a copy of the proof to the guest for their reference.
Contact for Refund Process:
All room reservation refund inquiries should be directed to: dxb-refunds@atlantisdubai.com
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