SOP - Late Cancellation Process

Title: Late Cancellation Process 

Reference Number: 006

Status: Final

Version Date: 11/10/202

General Information

Information

A process where the agent exports a report from the vision system with all the cancelled reservations of the day before. And these cancellations shall be investigated and filtered as to what shall be charged (Cancelled after the allowed period) and which shall be waived (Cancelled within the allowed period).

   
  Objective      

To charge/waive any room that was cancelled beyond the accepted cancellation window for reserved rooms.  

Tools 

The cancellation policy page on Atlantis website as it will be main reference the agent will fall back into as the decision maker.

https://www.atlantis.com/dubai/terms-property

Investigation

1. Export the report from the vison system. 
2. Filter out from the report the cancelations that occurred within the allowed period, as they won’t be charged. 
3. Filter out the ICP reservations (Inside Cancellation Policy) within the sheet, as they were canceled outside the allowed period and will be charged incase of no valid reasoning was availed upon investigating. 
4. Investigate all these cancelations by checking all the relevant systems: 
   
   

• Wholesale Mail Inbox
• ATP Mail Inbox
• ATR Mail Inbox
• Groups Team (In case it was a group booking)
• Booking.com Internal Team (In case it was a reservation through booking.com)

The investigation would entail searching for any communication or reasoning behind this late cancellation, i.e. guest emailed to cancel their reservation, but email was not reviewed & actioned on time by the team due to backlog, hence it was missed. In this case, the cancelation charges would be waived off as the guest emailed the department within the allowed period, which must be honored. 

In case there was no valid reason nor excuse as to why this reservation was cancelled late (Outside the allowed duration), 100% charges will apply.

General Information

Reports

Once all the findings of the investigation are concluded, the exported shared report must be updated accordingly – The report is auto shared with the city leisure team (Front office) and they will action it based on the selections of the reservation agent (Hold, Charge, Waive)

The columns that must get updated are:

• 2.      Charges – No charges/Charges apply (Depends on the outcome of the investigation)
• 3.      Period – Reason of the decision (Covid, health issues, cancelled flight, etc.)
  
  

1. Month-end reconciliation report that needs to be done for Expedia bookings. All bookings on Expedia to be checked against Opera to ensure all active bookings on Expedia that have a commission claim were materialized in Opera. In case of a discrepancy, Expedia needs to be informed immediately. This report needs to be sent to the Finance team latest by 3rd of every month.

At month-end – all remarks to be updated either as “ok to charge” or “waived due to _______”

Hold

We can keep the charges on hold for 72 hours max – Any pending bookings to be updated within the allocated 72 hours to avoid Finance team charging all pending bookings after 72hrs.

Important Notes

• Any disputes/challenges presented by the guest/travel agency as the reasonings behind the late cancellation must be reviewed by the Operation Manager for the final decision. 
• Agent should check the previous days pending bookings and follow up/update remarks for those as well.