SOP – Reservations – Processing Cancellation Requests

Support Our Work

Since 2011 Setupmyhotel has been helping hundreds of hoteliers around the world. Support us by becoming our Patron! Exclusive resources, ad-free content, and more!

How to Process Reservation Cancellations?

Non-Guaranteed Reservations:

1) Obtain Guest name or Reservation number

2) Search for reservations in the PMS

3) Re-confirm the reservation details with the guest, No. of rooms, Arrival and departure date.

4) Ask the guest whether they would like to make an alternate reservation.

5) Request the reason for Cancellation.

6) Record the reason for cancellation on PMS.

7) Provide the cancellation number to the guest.

If the reservation is a Guaranteed Reservations:

8) It should be according to cancellation timings which are mentioned in the cancellation policy of the hotel.

9) If cancellation is made by someone other than the guest then the reservation agent should record the details of the caller e.g.:- Name and Mobile number on the reservation record.

10) Always mention Retention charges (if applicable according to your hotel policy) for any confirmed reservation.

11) Should have written mail for charging retention on credit cards.

12) Always send mail for retention bills and confirmation of cancellation. (Sample Retention letter)

Training Summary questions:

Q1. What is the first step for any cancellation?     

Q2. What are the types of cancellation reasons?         

Q3. What is the cancellation policy of the hotel for a guaranteed reservation?   

Q4. Why it is important to have a written E-mail for any confirmed reservation?

Q5. What are the retention charges for any cancellations?

Patreon Only SOP Download

Sorry! This part of content is hidden behind this box because it requires a higher contribution level ($1) at Patreon. Why not take this chance to increase your contribution?
Sorry! This part of content is hidden behind this box because it requires a higher contribution level ($6) at Patreon. Why not take this chance to increase your contribution?
SOP Number: Front Office SOP - 67
Department: Front Office - Reservations
Date Issued: DATE THE DOCUMENT WAS CREATED
Time to Train: 30 Minutes
Enjoying our content? Support us on Patreon!
Become a patron at Patreon!
Spread the love

Back Office Job Description Banquet BAR Beverage Service Cashiering Chef Chef Training Cleaning Concierge Duties and Responsibility Engineering Executive Chef F&B Setup F&B Training Finance Food Service Front Desk Front Office Formats Front Office Setup Front Office Training Guest Room Guest Services Hospitality Basics Hotel Formats Hotel Security Hotel Staff Job Description Hotel Staff Training Housekeeping Formats Housekeeping Setup Housekeeping Training Kitchen Kitchen Basics Kitchen Training Maintenance Maintenance Technician Reservation Restaurant Sales SOP SOP F&B Service SOP Finance and Accounting SOP Front Office SOP Housekeeping SOP Kitchen Staff Training

Support Our Work

Since 2011 Setupmyhotel has been helping hundreds of hoteliers around the world. Support us by becoming our Patron! Exclusive resources, ad-free content, and more!

Learn more