Use one of the templates in this guide as a starting point to write your Standard Operating Procedure (SOP) for reservation cancellations.
In this guide:
SOP for automated process (Recommended)
Process: Handle reservation cancellations
Objective: Cancel a reservation and receive cancellation fees
Responsible: [Staff role - e.g. Reservation Manager]
Last updated: DD.MM.YYYY
- Customer cancels reservation online (via Channel Manager, Guest Journey App)
- Apaleo identifies the reservation and validates cancellation policies of the booked rate
- Apaleo cancels booked services and posts the cancellation fee (if applicable)
- Apaleo collects the payment from the payment account
- Guest Journey App sends cancellation confirmation and invoice to the customer
SOP for manual process
Process: Handle reservation cancellations
Objective: Cancel a reservation and receive cancellation fees
Responsible: [Staff role - e.g. Reservation/front office agent]
Last updated: [DD.MM.YYYY]
- Receive the reservation cancellation (by email or call)
- Search for the reservation in Apaleo and open it
- Validate the cancellation policies of the reservation
- Cancel the reservation. You will be asked to confirm or waive the cancellation fee.
- On the folio all booked services will be removed (and replaced by the cancellation fee if you confirmed it in the previous step)
- If there is a cancellation fee, collect the payment (payment account, payment link or on invoice)
- Ensure that the folio balance is 0
- Send the customer the cancellation confirmation (including an invoice for cancellation fees if applicable)
Notes for Apahero:
- If you want to add in detailed user instructions (what buttons to click in Apaleo) you can copy these in from M1 Lesson 2: Amend reservations.
- For information on setting up and managing your cancellation policies see Cancellation and No-Show Policies.
- For instructions on automating posting and collection of cancellation fees see Payment Automation.