1.

Templates σε απάντηση αιτήματος ακύρωσης

1.1. Για ακυρώσεις που ζητήθηκαν από τους ίδιους τους πελάτες (non refundable
κρατήσεις ή non-refundable προκαταβολές)

Dear XXX (guest’s first name),

For us at (unit name), the safety and respect of human life is undoubtedly our utmost
priority. Like you, we and our team are experiencing the same uncertainty and restlessness,
in a situation unknown to us all and which none of us could have anticipated. We have
received your cancellation request and we are here to help and accommodate you.

Like all travel companies, we too provide the possibility of non refundable reservations, so
as to offer guests who wish to ensure the best possible rate a more competitive option,
while securing the necessary resource flow that allows us to enhance and optimize every
year our premises and the services we offer you.

Unfortunately the current situation poses a challenge and we clearly understand that
neither you, nor we, are responsible for all that is happening. Moreover, we consider the
fact that you have opted for a non refundable reservation proof of your intention and desire
to visit us, something we strongly value and do not wish that you regret.

Since the circumstances do not favour this intention at the given time, we have prepared
and suggest two options that we trust will facilitate you and accommodate your needs,
whilst allowing us to continue offering you top quality services in the future:

Option A:
We will be glad to welcome you later on in 2020, once it has been officially declared that
travelling is safe for us all again.

You can thus move your visiting dates for later on in 2020 (from 1 st July 2020 until Xth XXX
2020) and we will be more than happy to offer you the following:
Εδώ βάζουμε τις παροχές που θα δώσουμε (όπως αναφέρονται στο ελληνικό κείμενο)

Παράγραφος για πελάτες booking :

In this case, you choose your new preferable visiting dates through booking.com and we are
in constant communication to assist you with the process and ensure your additional
services.

Παράγραφος για γενικούς πελάτες:

In this case, you choose your new preferable visiting dates, we confirm the availability and
we are in constant communication to assist you with the process and ensure your additional
services.

Option B:
If you prefer to travel during the summer of 2021, we can provide a voucher of equal value
to the amount that you have prepaid, which you will be able to use by the end of 2021. In
this case, we will be happy to also offer you the following:
- Εδώ βάζουμε τις παροχές που θα δώσουμε (όπως αναφέρονται στο ελληνικό κείμενο)
Παράγραφος για πελάτες booking :
In this case, you choose your new preferable visiting dates for 2021 through booking.com
and we are in constant communication to assist you with the process and ensure your
additional services.

Παράγραφος για γενικούς πελάτες:

In this case, you choose your new preferable visiting dates for 2021, we confirm the
availability and we are in constant communication to assist you with the process and ensure
your additional services.

Μια επιπλέον ιδέα για Εταιρική Κοινωνική Ευθύνη

Last but not least, besides the operational expenses that we are required to inevitably cover
as a company, we vow to donate part of the amount you have prepaid to support the
healthcare system of our local community, which is currently struggling to face its biggest
challenge to date.

Please let us know which option facilitates you and better matches your needs and if there
is anything that we can help you with.

These are very difficult moments for us all but we are optimistic that with a little patience
and solidarity, we can go through this together and eventually enjoy all those that cannot be
cancelled: the sea, the sunshine and the carefree times ahead.

We wish that you, your family and loved ones stay safe

Best regards

1.2. Για ακυρώσεις κρατήσεων που ζήτησαν πελάτες με flex ακυρωτική πολιτική.

Dear (Όνομα μικρό),

We have received your reservation cancellation request, one that is entirely

understandable, since the safety of human life is undoubtedly our first priority. What we are
going through is new to us all, none of us would have expected it and nor was prepared for
the scale of this challenge.

Up until a few weeks ago we were in contact trying to help you organize your holiday in our
lovely island and, in the meantime, we were investing in the off season necessary
renovation and enhancement works so that we can be ready to welcome you and offer a
stay that would exceed your expectations.
On your end, you have made sure to book in advance and now you are required to revise
your exciting plans, feeling that you might not be safe, a feeling that is currently shared by
all of us, in every corner of the world.

As a company, we always assume that for some of our guests there might be an unexpected
modification of their travel plans and we expect a certain cancellation percentage, but what
is now required of us, with the cancellation rate reaching up to 100%, poses a threat to the
viability not only of our business but also of the families of our employees and partners. We
are certain that your work has been more or less affected by the pandemic as well and you
can understand our predicament. Tourism in particular is one of the fields that is put under
great pressure during these times.

Given the above, we would like to offer a few suggestions that will allow you to benefit from
your booking and, at the same time, enable our company to continue to exist and allow us
to give you a warm welcome once it is again safe to travel.

Option A:
We will be glad to welcome you later on in 2020, once it has been officially announced that
travelling is safe for us all again.

You can thus move your visiting dates for later on in 2020 (from 1 st July 2020 until Xth XXX
2020) and, based on the availability, we are willing to offer the below as a gesture of
gratitude for your cooperation:
Εδώ βάζουμε τις παροχές που θα δώσουμε (όπως αναφέρονται στο ελληνικό κείμενο)

In this case, you can provide your new preferable visiting dates and we will be in touch 20
days before your estimated arrival date, once both you and we will have more updated
information, to reconfirm.

Option B:
If you prefer to travel during the summer of 2021, we can provide a voucher of equal value
to the amount that you have prepaid, which you will be able to use by the end of 2021. In
this case, we are willing to provide...
Εδώ βάζουμε τις παροχές που θα δώσουμε (όπως αναφέρονται στο ελληνικό κείμενο)

Παράγραφος για πελάτες booking :

In this case, you choose your new preferable visiting dates for 2021 through booking.com
and we are in constant communication to assist you with the process and ensure your
additional services.

Παράγραφος για γενικούς πελάτες:

In this case, you choose your new preferable visiting dates for 2021, we confirm the
availability and we are in constant communication to assist you with the process and ensure
your additional services.

Μια επιπλέον ιδέα για Εταιρική Κοινωνική Ευθύνη

Last but not least, besides the operational expenses that we are required to inevitably cover
as a company, we vow to donate part of the amount you have prepaid to support the
healthcare system of our local community, which is currently struggling to face its biggest
challenge to date.

Please let us know which option facilitates you and better matches your needs and if there
is anything that we can help you with.

These are very difficult moments for us all but we are optimistic that with a little patience
and solidarity, we can go through this together and eventually enjoy all those that cannot be
cancelled: the sea, the sunshine and the carefree times ahead.

We wish that you, your family and loved ones stay safe

Best regards

1. Proactive προσέγγιση

Dear XXX (guest’s first name),

For us at (unit name), the safety and respect of human life is undoubtedly our utmost
priority. Like you, we and our team are experiencing the same uncertainty and restlessness,
in a situation unknown to us all and which none of us could have anticipated.

Until recently you have been excited and even impatient organizing your perfect holiday,
while we, equally excited, have been working hard to offer you an even better travel
experience and we were in touch with you to finalize every detail. Likewise, in this difficult
moment of uncertainty, we would like to assure you that we are here for you and we have
put together solutions and alternative suggestions for you to enjoy your holidays once it is
again safe for us all to welcome you.

Like you, we are following all the latest updates and we are prepared for every possible
outcome.
We are of course at your disposal for any question or clarifications and we will also contact
you on 30th April to go through all the possible options for your booking based on the latest
updates, while your reservation remains 100% valid. Moreover, it is with great joy that we
offer a series of discounts and exclusive services during your stay, and vow to donate part
of the amount that you have prepaid for your reservation to support the healthcare
system of our local community, which is currently struggling to face its biggest challenge
to date.

In case you are considering the possibility of cancelling your reservation, please notify us by
20th April, so that we can suggest two options that we trust will facilitate you and
accommodate your needs, whilst allowing us to continue offering you top quality services in
the future.
In any case, we remain at your disposal to offer any help you may need.

These are very difficult moments for us all but we are optimistic that with a little patience
and solidarity, we can go through this together and eventually enjoy all those that cannot be
cancelled: the sea, the sunshine and the carefree times ahead.

We wish that you, your family and loved ones stay safe

Best regards