What is Cover Genius and Booking Protection?

What is Booking Refund Protection?

Booking Refund Protection is a comprehensive protection product powered by XCover, the award-winning global distribution platform from Cover Genius. Guests can opt for Booking Refund Protection during the online booking process. If guests are unable to attend their stay due to circumstances covered by the Terms and Conditions of the protection plan, XCover will issue a full refund and manage all related communication with the guest. You can find the full terms of the protection plan.

Please note customers will be automatically enrolled in offering Booking Refund Protection to their guests unless they choose to opt out.

Please review the Terms of Service for this protection product. We recommend that you read them carefully before your iPRO account is upgraded to include Booking Refund Protection (powered by XCover).

How does this benefit you?

1. No cost to you: This feature is being added for iPRO users as a complimentary enhancement, as part of our ongoing commitment to innovation.
2. Earn more revenue: You will earn a 5% commission (calculated as a percentage of the refund protection purchase price) every time a customer adds Booking Refund Protection to their purchase during the online checkout process.
3. Increased conversions: Recent case studies show that clients who offer Booking Refund Protection may see an increase in core conversions due to “the protection effect.”
4. Enhanced security for guests: Guests can purchase Booking Refund Protection, giving them peace of mind for unforeseen circumstances.
5. Effortless management: XCover will handle all refund requests, ensuring smooth operations for both you and your guests.

How does the payment flow work?

The guest pays for Booking Refund Protection as part of their booking, whether they are paying a deposit or the full amount. This payment goes directly to you (our client). iPRO will then issue an invoice for 95% of the Booking Refund Protection fee, which will be automatically collected via Direct Debit and passed on to XCover.

The payment protection is only offered to bookings where the total accommodation cost is less than £2,500 per person.

1. Checkout Page

When a guest proceeds to the payment page, they will be presented with the option to purchase xCover Booking Protection.

2. Purchase or Decline

The system will automatically calculate a fixed cost for Booking Protection if applicable, the guest must select either 'Yes, protect my booking' or 'No thanks, I'll risk it'

3. Protection Ordered

The protection is automatically ordered via Cover Genius and the guest will receive an automatic email from Cover 

Genius and you will see that the booking has an additional extra name 'Booking Protect'

4. Booking Protection Payment

This will be paid in full with the booking deposit, so that the cover is initiated immediately.

5. Adding Booking Protection via Back office

You can also manually add this to bookings via the back office.

Additional Advantages for Your Customers

1. Hassle-free refund assistance: XCover manages refund requests end-to-end, saving you time and effort.
2. Fast processing and payments: XCover is committed to processing 95% of refund requests within three business days, with instant payments available for approved refunds in any currency and language.
3. Flexibility for guests: Guests can modify or cancel their protection plan directly through their XCover accounts.

Booking Protection – Definition of a Booked Event

For the purposes of Booking Protection, a “booked event” refers to the total value of your holiday reservation with [Agency Name], including accommodation and any additional services booked as part of your stay.

Please note:

• Booking Protection applies to the entire booking and cannot be partially refunded once any part of the holiday has commenced.
• Once check-in has taken place, or the guest has accessed the property or begun using any part of the booked services, the booking is considered as having started and no refund can be issued.
• Any claim for a refund under Booking Protection must be made before the scheduled check-in time, and in line with the terms and requirements outlined by the Booking Protection provider.

FAQs

1. What happens if a client books with XCover, pays the deposit, and then cancels the reservation?

If a client selects XCover, then the protection cover is paid in full via the deposit.  Which means the Cover Genius will pay the remaining amount outstanding.

2. What happens if a client never makes any payment and decides to cancel the reservation?

If a client books with XCover but does not make any payment before canceling, no payment is required to XCover, as the protection is only applicable once a payment has been made.

3. When do we receive the invoice for the 95% after the client has made the full payment?

Once the client has completed the full payment for the reservation, the invoice for the 95% reimbursement is issued.

4. How does the booking protection cost affect the total booking value and commission calculations?

If you have automated extras which are calculated based on the total price, these will automatically go up as the total price has gone up.  The XCover Extra is added to the booking and it will increase the booking deposit payable, so that this is paid in full when they confirm the booking.

6. Can we opt out of the XCover program?

Yes, opting out of the XCover program is possible. If you wish to explore this option, please contact support for further details on how to proceed.

7. What Does XCover Protect Against?

XCover provides protection if you are unable to attend a booked event due to:

1. Medical Issues: Injury or illness affecting you or an immediate family member.
2. Travel Warnings: Public authority warnings (e.g., adverse weather, terrorism) issued for the dates of the stay or the day prior.
3. Emergency Situations: Requirement by emergency services for your presence at home within 48 hours before your stay

For full details, visit: XCover Booking Refund Protection.

For further assistance, please contact iPRO Support.