Manage weather and force majeure cases

Weather and force majeure cases are unpredictable situations that can affect your activities.

On ¡HolaOlas!, you have full control over managing these cases: you decide on refunds and communicate directly with your customers.

This flexibility allows you to adapt your response to each particular situation.

Weather cases :

• Dangerous weather conditions (storm, strong wind, torrential rain)
• Conditions making the activity impossible or dangerous
• Official weather alerts

Force majeure :

• Unpredictable events independent of your will
• Natural disasters (earthquake, flood, etc.)
• Pandemics or government restrictions
• Accidents or major incidents

These cases are generally beyond your control and require special handling.

It is recommended to include your weather policy in your cancellation policy :

• Go to your experience in the dashboard
• Open the "Additional details" section
• Write your cancellation policy including weather cases

Example formulations :

• "In case of cancellation due to weather on our side, full refund."
• "If weather conditions make the activity dangerous, we offer rescheduling or full refund."
• "Free cancellation in case of official weather alert."

Your policy must be clear and visible before booking.

When a weather case occurs:

• 1. Assess the situation : Determine if the activity can take place safely
• 2. Contact the customer : Inform them quickly of the situation
• 3. Propose solutions : Rescheduling, full or partial refund according to your policy
• 4. Process the refund : If necessary, use the dashboard to refund
• 5. Communicate clearly : Explain the reasons and proposed solutions

Direct communication with the customer is essential in these situations.

According to your policy and the situation, you can choose:

Full refund :

• If cancellation is on your side (dangerous weather)
• If you cannot offer rescheduling
• To maintain trust and reputation

Activity rescheduling :

• Offer a new date to the customer
• No refund necessary
• Best solution to preserve the booking

Partial refund :

• If you have already incurred costs (transport, equipment)
• If the customer can participate partially
• According to your agreement with the customer

Each situation is unique and deserves an adapted response.

Force majeure cases are generally rarer but require similar management:

Case examples :

• Pandemic or health restrictions
• Natural disasters
• Strikes or blockages
• Major accidents

Recommendations :

• Communicate quickly : Inform your customers as soon as possible
• Be transparent : Explain the situation clearly
• Propose solutions : Rescheduling, refund or credit
• Stay flexible : Adapt to each situation
• Document : Keep a record of decisions made

In these cases, flexibility and communication are essential.

For boat excursions :

• "In case of dangerous weather conditions (wind > X knots, rough sea), the excursion is cancelled with full refund or free rescheduling."

For outdoor activities :

• "If weather conditions make the activity impossible or dangerous, we offer rescheduling or full refund up to 24h before."

For hotels :

• "In case of force majeure (natural disaster, government restrictions), full refund or rescheduling without fees."

For indoor activities :

• "Indoor activities are generally not affected by weather. In case of force majeure, full refund."

Adapt your policy to your activity type and location.

To refund a customer in case of weather or force majeure:

• Go to your dashboard → Bookings
• Select the booking in question
• Click on "Refund full" (or "Refund deposit" according to your decision)
• Confirm your choice

The refund is processed automatically via Stripe.

Don't forget to communicate with the customer before or after the refund to explain the situation.

• Anticipate : Define your policy in advance in your cancellation conditions
• Communicate quickly : The earlier you inform, the better
• Be transparent : Explain the situation and your decisions clearly
• Stay flexible : Each situation is unique, adapt
• Document : Keep a record of cases and decisions for future reference
• Learn : Analyze past cases to improve your policy

Good management of these cases strengthens customer trust and your reputation.