We all have been seeing and hearing all kinds of comments about the role of OTAs and the unilateral measures that they have taken during this COVID 2019 Crisis.
I can understand, as I’m sure many professionals from this sector do, that errors in panic can be made, especially at the beginning when uncertain events were one after another.
First, some OTAs accepted cancellations and partial reimbursements to guests, but they kept the service fees for themselves, pointing to the need to pay their operational expenses and employees as justification.
Later, a full reimbursement was suggested to customers and the relationship between Property Managers and OTAs blew up into pieces as cancellation policies were not respected.
I will not name names, the sector knows who, when and how.