CHARGES, CANCELLATIONS, AND RESOLUTIONS
This procedure is established for activities related to Charges, cancellations, and resolutions. For this purpose, the company processes charges and receives payments from the platforms, arising from findings prior to the reservations that stay in our units.
Last Update: April 2026
Revised by: Johanna García
Objetive
- Ensure proper management of charges associated with each reservation.
- Ensure cancellations are processed according to established policies.
- Resolve any financial discrepancies or incidents in a timely manner.
- Verify that payments received from platforms are accurate and complete.
- Minimize financial losses by tracking pending charges and disputes.
- Maintain effective communication with platforms for case resolution.
- Optimize response times in handling charges, cancellations, and resolutions.
- Ensure proper traceability and documentation of each action taken.
- Comply with internal guidelines and quality standards in financial processes.
In the CRM, this process is recorded as #Damage
Situation Map
What is a situation
- A situation is any deviation in proper service that is noticed by a guest and may or may not be communicated to us by the guest. A situation can be classified as serious (requiring priority attention) if it prevents the guest from comfortably completing their stay.
No situation should be dismissed, and they should be resolved as quickly as possible from the time of notification.
Procedure Line
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✅Cobros por Airbnb- Booking
Paso 1
Ingresar a Breezeway / Calendario / Usuario
Cada zona tendrá cargado a su usuario, los cobros a realizarse. Por la lupa buscadora, aparecerán cada uno:
Solo se cobrarán valores superiores o iguales a $300USD
Al darle clic en el cobro, se abre una pestaña al lado derecho y aparecen los datos base del cobro.
Paso 2
La siguiente herramienta para ejecutar la gestión, es el Centro de Resoluciones de la plataforma Airbnb
https://www.airbnb.com/resolutions/
En la plataforma, se solicita el dinero desde la opción Request money y se sigue el paso a paso, para hacer los requerimientos a los huéspedes por los daños que reporte el equipo de Mantenimiento y Limpieza. Así:
Request Money
Se coloca el código de la reserva
Se escoge la opción: Damage, missing items, or unexpected cleaning
Tener en cuenta que este cobro solo se tiene la opción de subirse hasta 15 días después de la salida del huésped.
En esta parte se le dice: NO, que no requerimos deposito de seguridad y se procede a continuar el proceso, colocando el contexto de lo sucedido con el huésped y la razón, por la que se está montando el cobro al sistema.
Paso seguido, se escoge el item por el que se está haciendo el cobro:
2. ✅Cancelaciones Airbnb
3. ✅Resoluciones Airbnb
🔴4. Chargueback
5.✅ Resolusiones Booking
🔴6. Refunds Booking
The Excel file contains standardized templates for linking the invoices that must be used in each case:
The following recordings contain the official handovers for each procedure, in order to ensure continuity of each assigned activity:
Part 1:
https://drive.google.com/file/d/16jUWNWSTiDomhpLszzc3aqdHe5uDTsU5/view?usp=sharing
Part 2:
https://drive.google.com/file/d/16jUWNWSTiDomhpLszzc3aqdHe5uDTsU5/view?usp=sharing