How can I handle customer complaints about cancellation policies?

I'm getting a lot of complaints about our cancellation policy. How should I address them?

It's important to listen to the customers' concerns first. Acknowledge their feelings and explain the reasons behind the policy.

What if they still seem unhappy after my explanation?

You can offer alternatives, like a one-time exception or a discount on future bookings, to show goodwill.

How can I prevent these complaints in the future?

Consider revising your cancellation policy to be more flexible or clearly communicating it during the booking process.

Should I provide a FAQ section on our website?

Yes, a FAQ section can help clarify your policies and reduce confusion, which may lead to fewer complaints.