5.

22 How to handle cancellation and cancellation charges

Scope Of SOP: To ensure that all cancellations are handled in a professional manner and charged on a
timely basis.

How to carry out the SOP Key Points

Cancellation via Telephone Refer to cancellation policy.
Cancellation charges are
All reservations should be cancelled in the system at the time of the call. applicable to guaranteed
Reservation Advisor must take the following details, which have to be entered bookings. Nonguaranteed
in the permanent cancellation record in the PMS: bookings need to be released
24 hours after booking is
- Reason for cancellation (Reason should be selected from the made. Check if any additional
predefined reasons and additional details can be mentioned in free services have been
format) organized with the
- Caller’s name reservation. (Visa, Marhaba,
- Contact number of the person who cancelled the reservation transfers, etc) and cancel
and charge accordingly. If a
Cancellation via Email GDS/3rd party site booking
cancellation is made within
An Email is required to cancel a reservation guaranteed by a company / travel 24 hours then the
agency. In case any cancellation charges are involved, guest/company to be cancellation can be accepted
informed about the same via email. at Central Reservations as
The following details should be entered in the permanent cancellation record sometimes the guest might
in the PMS: face challenges online.
Reason for cancellation (Reason should be selected from the predefined
reasons and additional details can be mentioned in free format) Cancellation charge to be
Bookers name and Email. posted under transaction
code for cancellation
Guests are to be given a cancellation number generated by the PMS and charges. Refer to SOP (How
should be clearly informed if any cancellation penalty is applicable. to print reports) Always check
cancellation policy as it might
Cancellation via GDS / 3rd party sites be seasonal. Refer to How to
upload correspondence on
All GDS / 3rd party site reservations should be cancelled through the same the ONBASE
booking channel and not directly at the Hotel as this leads to a mismatch
between systems. The following details should be entered in the permanent
cancellation record in the PMS:
- Reason for cancellation (Reason should be selected from the
predefined reasons and additional details can be mentioned in free
format)
- GDS / 3rd party cancellation number.

While canceling the reservation through the GDS / 3rd party site the guests
are already informed of the cancellation policy and applicable charges.
Cancellation reports have to be printed on a daily basis and checked by the
Reservation for reasons of cancellations and applicable charges
Opera: Miscellaneous - Reports - Reservation Cancellations (made the day
before).
 Cancellation charges

All cancelled reservations with applicable cancellation charges should be

communicated to the company/guest via email / fax. Cancellation report to be
printed on a daily basis and should be reviewed by the Reservation to ensure
that all cancellations are charged as per the cancellation policy. Opera:
Miscellaneous – Reports – Cancellations.
All chargeable cancellations to be sent to Hotel General Manager, Hotel
Executive Assistant Manager and Hotel Director of Finance on a daily basis.

Front Office to reinstate the same reservation and change the room type to
Pay Master (PM). Charges to be posted as advised by reservations.

For company guaranteed reservations (With Credit facility) the charges to be

posted and settled to city ledger. For travel agency guaranteed reservations
(With Credit facility) the charges to be posted and settled to city ledger.

For Credit card guaranteed reservations the charges to be posted and settled
to the Credit card used to guarantee the reservation.

Acknowledgement of charges to be sent to reservation. Invoice for the

charges to be sent to the company booker / direct guest.

All correspondence related to the cancellation should also be uploaded on the

ONBASE in the original reservation folder.

Involvement:

The cancellation reports should be signed by the Reservations advisor and filed in the Cancellation File
stored at Central reservations.

Involvement: This SOP applies to all Reservation Advisors and Team leaders.