CS Update: Luxury Condotel Luminous Leman

FYI on the below for Luxury Condotel Luminous Leman

Simple steps to follow here

• If customer requests refund: Proceed with this
• If customer requests relocation/ support: Transfer the ticket to BOH.

If any concern, please dont hesitate to escalate to your Team Leader or the escalation channels. 

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Inventory are currently managing the list received from Expedia (8 bookings so far, with the expectation there may be more to follow). We have been provided with several relocation options to alternative properties, with a full refund also approved; however, given the Christmas and early January travel period, we anticipate most customers will prefer relocation support.

If a customer elects to proceed with a refund, Customer Support can action this directly. If the customer requires assistance with relocation, please leave clear and detailed notes on the case and flag with Inventory (Nic today).

If you have any questions, please reach out to your TL.

📧 This was also communicated via email on 19th December 2025, titled “Luxury Escapes - Ticket #2707946” sent by Riley L (Customer Experience Operations Leader).