SOP - Directo

All information about our B2C client, Directo.

Contents

• Overview
• What does Merchant of Record mean?
• B2C - Interacting with the end customer
  • Languages
  • Email etiquette 
• Cancelling a Directo booking
• Directo's product
• How it works
• General info
• Video explanation of Directo's product
• What Directo does not do
• FAQs

Overview

Directo is a small client that currently do not have any customer service team. Therefore, they are our B2C client which means we can receive contact and interact directly with Directo's end customers. 

Directo is also a White Label client, meaning that we, Nuitee, are the Merchant of Record (MoR).

What does Merchant of Record mean?

A Merchant of Record (MoR) is the legal entity authorised to sell goods or services to an end customer, appearing on bank statements and assuming full liability for payments, tax compliance, and chargebacks (refunds/compensation). 

B2C - Interacting with the end customer

Directo is one of our few B2C clients, meaning that when we are interacting with a contact about Directo on Zendesk, the majority of time, it is the end customer.

Please always carefully check who is reaching us before replying by email. If it is Directo emailing us, you will see an email from: [e-mail]
 

Languages

• Whenever the customer writes to us in Spanish, please reply in Spanish.
• In case the customer is writing to us in any other language, please reply to them in English (unless it's a language that you speak).

Email etiquette 

• Please ensure that you are not addressing the customer/guest as 'Dear client' but instead adapting the macro to address the customer/guest in the same way they have signed on their incoming email.

Cancelling a Directo booking

⚠️ Important 

When cancelling a Directo booking, it is vital that the cancellation is first processed on LiteAPI, otherwise this will not trigger the refund back to the end customer. 

Example

In the above screenshot, we see on LiteAPI that while the booking has been cancelled, the payment status shows 'SUCCEEDED'. It should show 'REFUNDED'. 

When a booking has incorrectly been cancelled on Back Office first 

Please report this to your Supervisor / Team Leader so they can correctly escalate this matter ton Asmaa so she can process a manual refund back to the end customer via Stripe. 

Directo's product

Directo Website: https://www.getdirecto.com/

Directo is a free browser extension that helps travellers find the same hotel they like, for less.

There are 3 ways Directo finds hotel deals:

1. Promoting our own platform, Directo Deals (secure.getdirecto.com) with negotiated rates (this is the platform Nuitee provided for us).
2. Connecting the traveller with the hotel’s direct website
3. Showing alternative platforms where the same hotel can be booked

How it works

1. Install the Directo extension from the Chrome Web Store.
2. Search for hotels as usual on sites like Airbnb, Booking.com, or similar platforms.
3. When the Directo logo appears, it means Directo has found other booking options for you. You will see this on top of the website you are visiting.
   
   
   
    
4. Click the Directo logo to see your options, which may include:
   1. A Directo Deal → a hotel price negotiated by Directo for you, available on Directo’s booking website - secure.getdirecto.com
   2. A competitive price or better conditions on the hotel’s official website.
   3. A comparison with other booking platforms.
5. Compare prices—Directo shows Directo Deals, but also pulls other platform prices so travellers can choose the best option

Video explanation of Directo's product

You can see a video explanation of how Directo works from Directo's CEO, Pierre Becerril on Loom here.

General info

• Besides the browser extension, the Safari mobile extension  and secure.getdirecto.com (powered by Nuiteé), there are no other platforms or tools available for travelers to use.
• The chrome extension only works on desktop
• The extension works worldwide

What Directo does not do

• The extension does NOT require a login to work. 
• Directo does NOT process payments (unless via secure.getdirecto.com flow).
• Directo does NOT control hotel or airline pricing.
• Directo does NOT modify third-party booking terms.
• Directo is NOT responsible for cancellations or refunds on supplier sites.
• Directo is NOT the accommodation provider.

If booking was not made on the secure.getdirecto.com website, direct that user to that provider and CC us so we are aware

Frequently Asked Questions

https://www.getdirecto.com/how-directo-works

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Article created on Tuesday 24th March, 2026