HRS Customer Service — professional guide and practical playbook

What HRS customer service covers and why precision matters

HRS (Hotel Reservation Service, commonly reachable at https://www.hrs.com and regional domains such as https://www.hrs.de) operates both B2C and B2B booking platforms. Customer service is responsible for reservation amendments, cancellations, invoice and VAT issues, rate code clarifications, no‑show disputes, and post‑stay credit/refund handling. Because many hotel bookings are non‑refundable or rate‑restricted, the difference between a successful outcome and a denied request is typically the documentation you supply and the exact time you contact support.

Practical outcome rates depend on the booking contract: flexible rates are reversed or adjusted in >90% of cases when cancellation is within the stipulated window; prepaid non‑refundable rates are rarely refunded (0–10% success) unless there is a documented service failure or force majeure. For corporate clients using HRS PRO or Enterprise products, service levels are contractually defined and usually include shorter response SLAs and a dedicated account manager.

What to prepare before you call or write

Having the right details ready cut resolution time by up to 70%. Make sure you have: the HRS booking confirmation number (usually a 6–12 character alphanumeric code), hotel name and address, arrival/departure dates, guest name exactly as on the reservation, the rate plan title (e.g., “Best Flexible Rate”), last 4 digits of the payment card used, and any email confirmation thread or invoice PDF. If you are disputing a charge, note the date/time of the transaction and save screenshots of the card statement.

Also prepare the outcome you want: full refund, partial refund, voucher, invoice correction (VAT reverse charge vs. domestic VAT), or rebooking. For corporate bookings, know your company cost center, project code, and whether the booking was made through a travel policy tool — this will determine whether HRS routes the case to billing, procurement, or account management teams.

Primary contact channels and expected response times

HRS publishes regional contact options on their site; use the domain for your country (hrs.com / hrs.de / hrs.co.uk etc.) and open the “Contact” or “Service” page for phone and email. Typical service hours for consumer support are 08:00–20:00 CET on weekdays; global call centers or chat may extend those windows. For corporate customers, account managers often provide direct lines or emergency numbers in the client onboarding packet.

Expect these realistic SLAs: initial acknowledgement within 24–48 hours, case owner assignment within 72 hours, and full substantive resolution within 7–21 business days depending on the complexity (refunds to cards often require 7–14 business days after approval to appear on bank statements). If your matter is time‑sensitive (day‑of arrival check‑in issues), call first — phone channels will usually triage faster than email.

Common issues and step‑by‑step resolution approach

Cancellations: verify the rate rules in your confirmation email (look for “cancellation until” timestamps). If HRS shows a cancelable rate and the hotel charged you, request a hotel charge reversal and a case reference number. If HRS confirms non‑refundable booking but hotel made an operational error (overbooking, room not provided), request a chargeback or hotel‑borne compensation — HRS will usually mediate and, if necessary, escalate to hotel contracting.

Invoice and VAT corrections: ask HRS for a corrected invoice within 30 days of stay for most jurisdictions. Provide company VAT number, full billing address, and the exact invoice line item to be corrected. For cross‑border B2B bookings, request “invoice without VAT” (reverse charge) and supply your VAT ID; expect processing time of 5–10 business days for reissued documents.

Escalation path and consumer rights

If standard support does not resolve the issue within the published SLA, escalate to a supervisor or request a written escalation note and case reference. For consumers in the EU, you can cite EU passenger and consumer protection principles and, if necessary, lodge a complaint with local consumer protection agencies or dispute the card charge with your bank after you have exhausted HRS internal escalation (keep all email threads and case numbers). For corporate accounts, use the account manager and your contract’s dispute resolution clause (often specifying 30–60 day mediation periods).

Keep timelines: log call date/time, agent name, case ID. If a refund or credit is promised, ask for the exact amount and the expected posting date (e.g., “€245.00 to card ending 1234 within 14 business days”). If the case is urgent, specify a deadline (e.g., 48 hours) and the consequence if unmet (card chargeback initiation or escalation to payment processor). This clarity forces measurable follow‑up.

High‑value checklist (use before contact)

• Booking confirmation number and full confirmation email (attach PDF)
• Exact wording of the cancellation or rate policy from the confirmation
• Payment evidence (card statement screenshot showing merchant HRS/Hotel charge, last 4 digits)
• Desired remedy and acceptable alternatives (refund, voucher, invoice correction)
• Time‑sensitive note: arrival date, check‑in time, and whether you are on‑site

Sample email subject lines and sentence starters

• Subject: “HRS Booking ABC12345 — request refund for hotel charge on 2025‑08‑01” — then open with the booking number, short timeline, and attach evidence.
• Starter sentence: “Dear HRS Support, I am contacting regarding booking ABC12345 (Guest: Jane Doe, Hotel: City Inn, 01–03 Aug 2025). The confirmation states ‘free cancellation until 18:00 on 31 Jul 2025’ but my card was charged €189.00. Please provide case number and timeline for reversal.” Use bold or caps sparingly to highlight amounts and dates.

Following these steps and using the templates above will reduce resolution time and increase the chance of a favorable answer from HRS customer service. For the official contact list, always confirm the latest phone numbers and regional hours at https://www.hrs.com or your local hrs.xx domain before calling.