Cancellations and calendar opening

This workflow is designed to standardize cases in which a cancellation is approved for guests, starting the process upon confirmation that the unit is vacant, cleaned, and the calendar is released for a new reservation.

Last Update: Marzo 2025
Revised by: Johanna García G.

Objetive

• Confirm that the unit with the canceled 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.
  

#shortering/Canceled ticket is an ONLY ONE ticket to Listing, for opening the calendar

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.

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