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CANCELATIONS REPORT

This workflow is used to track reservation cancellations, identifying the causes and categorizing them in order to find areas for improvement in processes and minimize the causes that are within the company’s control.

Last Update: Abril 2026
Revised by: Johanna García G.

Objetive

  • To standardize a cancellation review process for the Guest Experience team”
  • To establish action plans for cancellation causes and increase the percentage of sustainable sales
  • To keep track of the reasons for reservation cancellations

To access the view in the CRM, go to Reservation / Booking Canceled Board

Situation Map

How to obtain the reasons for each cancellation:

  • First option: The reason is already known and has tracking in the CRM tickets. Simply copy and paste the reason for that cancellation. There are 9 types of cancellations.
  • Second option: Check the guest’s chat to see what happened and assign the appropriate category for each case.

The 9 types of cancellations are:

Captura de pantalla 2026-04-08 105306.jpg

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
  1. Cancellation in the CRM so that
    In the MaintenanceCRM andview, Cleaningcancellations Departmentappear canby managezone
    2. the unit inspection.

    image.pngimage.png
    • 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. UponCheck receivingif there is a comment

    Check the ticket,list thefor 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.cases:

    1. Alert red- Pending with #Tag
    2. Alert red- Closed
    3. Alert red- Pending
    4. Only pending

    image.png

    3. OnceEdit 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.case

    4. AfterFinish 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 Platformprocess

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