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CANCELATIONS REPORT

This workflow is designedused to standardizetrack casesreservation cancellations, identifying the causes and categorizing them in whichorder ato cancellationfind is approvedareas for guests,improvement startingin processes and minimize the process upon confirmationcauses that theare unit is vacant, cleaned, andwithin the calendarcompany’s is released for a new reservation.control.

Last Update: MarzoAbril 20252026
Revised by: Johanna García G.

Objetive

  • ConfirmTo thatstandardize a cancellation review process for the unitGuest withExperience team”
  • To establish action plans for cancellation causes and increase the canceledpercentage of sustainable sales
  • To keep track of the reasons for reservation is vacant to begin the cleaning process.
  • Perform an inspection or cleaning (if the unit was used).
  • Standardize the criteria for opening the calendar for units that have been canceled.
    cancellations

#shortering/CanceledTo ticketaccess isthe anview ONLYin ONEthe ticketCRM, go to Listing,Reservation for/ openingBooking theCanceled calendarBoard

Situation Map

What is a situation

  • The following is the standardization of the reservation shortening/cancellation process to ensure that the information is clear, accurate, and timely from all departments involved.

Procedure Line

1. The front desk agent receives information that the guest wants to shorten/cancel their stay and/or has already left the unit. The manager/concierge must create a maintenance ticket in the CRM so that the Maintenance and Cleaning Department can manage the unit inspection.

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  • Tiket Type: Mantenance and Cleaning
  • Tag: Shortering/Canceled.
  • Priority: Should be Urgent.
  • Status: Starts as Pending.

The note for this ticket must contain the entirety of the guest's complaints clearly and in detail.

 

 

 

 


 

It is mandatory to request and confirm the unit inspection..

2. Upon receiving the ticket, the maintenance and cleaning department must send the field host, handyman, or cleaner (whichever is immediately available) to check if the guests have already left the unit.

 

 

3. Once the unit has been inspected, the maintenance and cleaning department—if necessary—must send someone to clean it and confirm in the ticket that it is ready to be sold again.

4. After the maintenance and cleaning department has confirmed in the ticket that the guests have left and the unit is clean, the front desk manager/concierge must create a listing ticket with the tag 'Shortening/Canceled.'

5. Finally, the revenue-listing department receives the 'Shortening/Canceled' ticket and must manage the shortening or cancellation of the reservation to reopen the calendar.

6. Refund – Refund Platform

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