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.
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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.. |
