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:
Procedure Line
- Cancellation in the CRM
In the CRM view, cancellations appear by zone
2. Check if there is a comment
Check the list for cases:
- 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
3. Edit case
Classify the ticket and then save the activity as Closed.
4. Finish the process
This way, all tickets should be in GREEN status, allowing the cancellation reasons KPI to be generated.