Booking Protect is a refund protection product offered to customers during the online booking process on your website. This optional product allows your guests to claim back a full refund on their stay through Booking Protect, should they be forced to cancel due to unforeseen circumstances. The protection can only be taken out at the time of booking and is optional for your customer.
Setting it up
How it works
Once a SCRUMPY website is set up with Booking Protect, pricing and commission works as follows;
- Booking protect is priced from 6.5%* depending on the booking total
- The Property owner retains a 30% commission on the 6% or more fee
Please note booking protect can only be added to bookings with a value of less than £5,000
For example, if there is a booking of £1,000, Booking Protect would cost £65
Customer Booking pays £1,000 (booking) + £65 (6.5% booking Protect cost) = £1,065
Property Owner receives £1,000 (booking) + retains £19.50 from sale of refund protection (30% of £65 booking protect) = £1,019.50
*Cost of protection for your business is determined by Booking Protect after your account has been created
The cost of the Booking Protection is paid by the guest at the checkout via your SCRUMPY website.
On the 1st of each month, Booking Protect send out an invoice for 70% of the protection that has been taken out by your guests in the previous month.
You retain 30% of the Booking Protect fees as a commission.
For example, if in one month you sold £100 worth of Booking Protect, your invoice on the 1st of the following month would be for £70, leaving you with a commission of £30.
Change of mind:
If your guest has a change of mind and decides that they no longer want the protection, there is a 14-day cooling off period whereby their policy with Booking Protect can be cancelled. You can simply contact Booking Protect via phone or email, and they will cancel the policy.
Alternatively, you can cancel the protection through your own personal login to Booking Protects Back-Office system.
As you take the payment for the protection from your guest, it is your responsibility to refund the cost back.
If you are cancelling the Booking Protect from a booking but the booking is not being cancelled we would suggest that once you have cancelled Booking Protect you recreate the entire booking as unfortunately even after the adjustment has also been removed the insurance will still show against the booking. Rest assured the guest will not be able to claim if you have cancelled it via Booking Protect.
Making a claim:
If the guest needs to make a claim for a refund on their holiday, they will need to contact Booking Protect directly and submit an online refund application via this link https://bookingprotect.com/refund/.
All refund applications are reviewed and updated within 48 working hours.
Although SCRUMPY cannot have any involvement in the claim process, it is import that you the Property Owner/Agency are informed of the cancellation.
If the refund application is successful, the customer will receive immediate notification via email. Funds will then be sent to the nominated bank account and should appear within 7-10 days.
If the refund application is rejected, one of the refund handlers from Booking Protect will respond to the application and explain the reasons for it being unsuccessful.
Booking Protect will refund the cost of the booking if the guest is unable to start the holiday on the commencement date due to:
For refund circumstances due to COVID-19 take a look at the Booking Protect guidance here: https://documents.bookingprotect.com/general/coronavirus-advice.pdf
You can see the Booking Protect Platform Guide here: https://documents.bookingprotect.com/guides/backoffice-guide.pdf
If a guest has purchased a Booking Protect policy but cancels their booking with you, then you will need to contact Booking Protect to let them know the booking is no longer taking place via email@example.com, make sure you quote your Website, Company Name and the Booking Number.
Alternatively, you can create a username to access your account via the Booking Protect backend https://documents.bookingprotect.com/guides/backoffice-guide.pdf
If you have any questions relating to the refund protection product, contact Booking Protect on:
+44 (0) 113 831 3508