Hi Mohamed, thank you for your message and for sharing additional details regarding your situation. We regret the difficulties you and your family are experiencing in relation to this reservation. We have carefully reviewed your case and can confirm that you remain eligible for a cashable credit of up to 1,909 USD under our alternative accommodation process.
Unfortunately, we are unable to arrange, pay for, or directly book replacement accommodation on your behalf. Under the available process, you would need to secure and pay for alternative accommodation upfront. You may choose any suitable replacement accommodation that meets your travel requirements, and we can review eligible costs up to the approved maximum amount of 1,909 USD. Regrettably, we are also unable to provide the cashable credit in advance, transfer funds before the stay takes place, issue a virtual card, or make a prepayment toward a replacement booking.
Once your replacement stay has been completed, please contact us and provide:
• A zero-balance invoice or proof of stay from the replacement accommodation
• Any supporting documentation related to the booking and payment
After reviewing the submitted documents, we will assess the claim and process any eligible reimbursement through the cashable credit process in accordance with the approved coverage. We regret that we are unable to offer an alternative solution beyond the options currently available. Should you choose to proceed with a replacement booking, please keep all relevant receipts and documentation for review.
Thank you for your understanding. We remain available should you have any further questions regarding the reimbursement process. Kind regards.
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