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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:

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Procedure Line

  1. Cancellation in the CRM
    In the CRM view, cancellations appear by zone

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2. Check if there is a comment

Check the list for cases:

  1. Alert red- Pending with #Tag

You must EDIT and enter the reason for the cancellation

     2. Alert red- Closed

If the status is in green (Closed), it means it is already closed

    3. Alert red- Pending

You must EDIT and enter the reason for the cancellation

     4. Only pending

You must EDIT and enter the reason for the cancellation

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3. Edit case

4. Finish the process

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