SOP – Reservations – Processing Cancellation Requests

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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?
SOP Number: Front Office SOP - 16 
Department: Front Office - Reservations
Date Issued: DATE THE DOCUMENT WAS CREATED
Time to Train: 30 Minutes

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