This article covers scenarios of when we can possibly offer compensation to the end customer and how to do it.

Purpose
When do we have to offer compensation?
Compensation table
Requesting and processing compensation
LiteAPI vs Back Office
- Processing a compensation / refund
- Example
Finance Team

1. Purpose

This process outlines how we can request or approve compensation for customers in situations where service issues, errors, or dissatisfaction occur. The goal is to ensure fair, consistent, and customer-focused resolutions while protecting the company’s financial integrity.

Note: Compensation should not be given solely because a customer requests it — there must be a reasonable basis (service issue, inconvenience, or company error).

2. When do we have to offer compensation?

When the issue is being caused by Nuitée or when we feel that a goodwill gesture is needed in a guest's favour because of a negative experience.

Complaints

For issues caused directly by the hotel (meaning that they don’t comply with the booking details that have been sent to them or for issues during the stay), please follow the below workflow:

To view a larger version of the above in a PDF, please click here.

Compensation table

This compensation table helps us stay consistent with what we offer our end customers, while still allowing us to review each situation individually and address its specific circumstances.

For a higher quality image of the above, click on this PDF.

Requesting and processing compensation

Step 1: Identify the issue

We review the customer’s concern and confirm if the issue qualifies for compensation.
Contact the hotel to clarify the situation.
Gather relevant details: customer name, order number, date of issue, description, and any supporting evidence (photos, receipts, email logs).

Step 2: Submit a compensation request

Use the “Internal: compensation approval request” macro in Zendesk in order to summarise the case:

Compensation:

Issue: (e.g., Missing room facilities – no air-conditioning or balcony)
Actions taken so far: (did we call the hotel to check with them? Are we at fault?)
Do we have proof? (pictures, screenshots, invoice)
Maximum Allowable Compensation according to compensation table : (e.g., 20%)
Proposed Compensation: X % of booking (X amount)

Step 3: Review the provided evidence from the guest

When we invite the client to ask the guest to send evidence of what they are disputing, it's important that all of the following details are included:

The guest's name
The room type
The rate (and any receipts)
The client Identifier

Step 4: Manager review

The Team Leader or Supervisor reviews the request for fairness, consistency, and policy compliance.
Manager may:
- Approve compensation (if within their authority level);
  Escalate to higher management, or;
- Decline and provide justification.
A note will be left on the Zendesk ticket by the Team leader in order to confirm the compensation or not.

Important: Do not confirm any amount or payout to the customer until you have this written confirmation.

Step 5: Offer the compensation

(See the heading LiteAPI vs Back Office to ensure you're doing this step correctly)

Once approved, email the customer about the compensation;
Wait for the customer to confirm they agree with the compensation;
Check the case after 24 hours. If the client hasn’t confirmed the compensation, resend the offer and solve the ticket.

Step 6: Issue the compensation

Once we have the confirmation, then we can action in Back Office;

Go at the bottom of BO, below the booking details and click on:

Then this comment box will open as a pop up:

In the Comment field, include:

the relevant Zendesk ticket number,
the issue type, and
the compensation percentage being offered.

This information helps the Finance and Disputes teams understand the reason for the compensation.

Compensation to be paid by supplier

This field typically will always reflect as '0.0'. You must populate this field to finalise the compensation. The only time you should need to add an amount in 'Compensation to be paid by supplier' is when the supplier is offering compensation (for example, refund on one night) and we want to invoice them for that amount.

Exception: Supplier has refunded our VCC

Sometimes the supplier informs us that they have refunded our VCC. This is typically with Booking.com or DC bookings. You can confirm that the supplier's refund has arrived back to our VCC by checking the VCC History on Back Office (example below - Booking on BO):

If the supplier has refunded us the offered amount, then we do not need to invoice the supplier when approving the compensation. Therefore, you can enter '0.0' in the 'Compensation to be paid by supplier' field.

LiteAPI vs Back Office

⚠️ Important ⚠️

Whenever we discuss the price of the booking with the client, please only refer to the following rate:

LiteAPI > CS Monitoring > Selling price

This point is critical: the only rate our clients see is the selling price. Any discussion of alternative rates risks creating confusion, undermining clarity, and potentially leading to frustration.

Finance team

There may be times when we need to contact Finance Team. The entire Finance Team falls under Senior VP Finance, Younes Halimi. You can find all members of his team here.

Finance Analyst responsible for Revolut: Ayoub Id Laasri

This article was created on Friday 31st October, 2025

SOP - Compensation

Contents

1. Purpose

2. When do we have to offer compensation?

Complaints

Compensation table