How to cancel/modify reservations made on OTAs

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Reservations received through Hostelworld/Hostelbookers, Tripadvisor Instant Booking, and Coliving:

As of May 2019, all reservations received through the following channels: Hostelworld/Hostelbookers, Tripadvisor Instant Bookings, and Coliving can now be cancelled inside myfrontdesk and the cancellation will be sent to the channel directly. Changing the status of the reservation to No-show or making modifications to the reservation will NOT be forwarded to these channels.

Reservations received through all the other connected channels (Expedia, Booking.com, etc.):

These reservations should be cancelled/marked as no-show/modified inside the OTA's extranet first and then inside myfrontdesk. Reservations that are created through the channels usually comply with the agreement between you and that specific OTA (channel-specific cancellation/no-show process; channel-specific fees or other payments related to cancellations/modifications/no-shows).

For detailed information on each scenario please check the sections below:

Cancelling Reservation from Hostelworld, Tripadvisor, and Coliving only

All reservations received through the following channels: Hostelworld/Hostelbookers, Tripadvisor Instant Booking, and Coliving can be cancelled inside myfrontdesk and the cancellation will be sent to the channel directly.

  • This feature is not applicable for no-show/modifications (dates, customer name, etc).
  • You may cancel any reservation, regardless of the rate plan.

Please note:

  • Currently, only the following OTAs support this feature: Hostelworld/Hostelbookers, Tripadvisor IB, and Coliving.
  • This does not include these OTAs reservations that you entered manually in myfrontdesk -  the reservations should be handled manually on the channel's extranet.
  • For all other channels, please review the next section within this article: Cancelling/No-Showing Reservation from all other Channels connected
  1. Access your myfrontdesk account and search for the reservation(s) that you wish to cancel.
  2. Switch the reservation status from 'Confirmed' to 'Cancelled'.

3.   A pop-up message will be displayed in order to specify what action the user should take depending on the channel in question.

If it's a reservation from Hostelworld, Tripadvisor IB, or Coliving, the following warning will be displayed.

TIP: If you are unsure if the reservation was manually created or if the reservation was received from the channel, please note that the CANCEL RESERVATION pop up message will ONLY be shown for the reservation received from the channels. If you tried cancelling the reservation and this pop-up did not appear, please go to the channel's extranet to cancel the reservation in question. 

4. Select how to proceed with the cancellation (whether or not you want to email the guest).

5. The following warning message will be displayed. Click 'Yes' if you're sure you want to cancel the reservation.

If you need to change the booking status back to 'Confirmed', it has to be done inside the channel extranet. Changing the status from 'Cancelled' to 'Confirmed' on myfrontdesk will not change the reservation status on the channel.

Each OTA has a specific policy on reconfirming the booking once it's cancelled, please check with them for each specific case.

Cancelling/No-Showing Reservation from all other Channels connected

Cancelling a reservation inside myfrontdesk will NOT cancel the reservation on the channel.

A common mistake made by user is when they cancel the reservation on myfrontdesk, assuming the reservation will also be canceled on the channel extranet. See the below scenario as an example:

  1. You have only 1 room left for the room type Standard Room.
  2. A guest named Tom then booked this room on Booking.com. 
  3. Later, Tom called directly to your property to cancel the booking.
  4. You canceled Tom's reservation on myfrontdesk, the system understands that the availability of this room has reopened. The availability of this room has returned to "1" and this information is sent to all the channels.
  5. Tom's booking was not actually canceled on Booking.com extranet, this could turn to be an overbooking if someone else booked the Standard Room and Tom decides to keep his booking.

Note: This does not include third-party reservations that you entered manually without entering their third-party ID. Those should be cancelled in the system.

Does cancelling a reservation in an OTA also cancel it in myfrontdesk? 

Some channels (such as booking.com, Agoda, and Expedia) support sending updates about cancellations to myallocator. This allows myfrontdesk to display the booking as "cancelled" inside of our system once it has been changed inside the OTA's extranet.

For the channels which do not support sending cancellations to myfrontdesk, you need to cancel the reservation on the Extranet and then mark the reservation as cancelled in myfrontdesk to open the availability.

Check this article to see which channels support sending cancellations to myfrontdesk: Channel Features

Cancellation Fee received from OTA via API

Depending on the cancellation policies that you have set on a particular channel, a guest may face a cancellation fee (for example: cancelling within 72 hours of check in).

Only certain channels support sending the cancellation fee via API. This fee is not used for calculation purposes anywhere on the application, this is only for informational purposes.

To add the charge, you would need to add to it manually by following the procedure on how to add a charge for cancellation in this article: Cancelling Reservations

For instance, when the cancellation is made on Booking.com, they may send us the updated booking with a Cancellation fee attached to the reservation as shown below.

This fee will be displayed on the cancellation e-mails and also when printing the Folio and Exporting the reservation to XML/PDF.

Below is an example of the cancellation fee displayed when printing the folio.

Please, note that if the reservation is cancelled and there is zero (0,00) cancellation fee in the reservation, it could mean two things:  

  1. The reservation was cancelled, but per your policy on that channel, no cancellation fee was issued to the guest.
  2. The channel doesn't support sending the cancellation fee via API. You may double-check with your channels to confirm if they support this feature.
Modifying Reservation from a Channel (applicable for all channels)

Scenario:

  • The guest booked Room A on the channel. The guest then decides to stay in Room B, instead of modifying the booking directly on the channel account they contacted the property and the property changed the room assignment on myfrontdesk.
  • Later, the guest makes a modification to his booking on the channel (e.g. adding a breakfast to his booking), the channel sends myfrontdesk an update moving the guest back to his original room, Room A. Anytime a reservation is modified on the channel, the room assignment will be reverted back to the original room booked.

Solution:

Make sure to modify your third-party reservations that come in through myfrontdesk in that channel's extranet or ask the guest to modify their reservation. This way both the channel and myfrontdesk will be updated (only if the channel supports sending modifications to myfrontdesk).

IMPORTANT:

The bookings which are marked as 'In House' on myfrontdesk will not be automatically modified if there is a modification from the channel. This is designed to guarantee that the guest who has already checked-in won't be moved to another unit.  
In this case, the property will receive an email about the modification. Once received, the modification should be handled manually (email also can be found in Email Delivery Log).

Does modifying a reservation in an OTA also modify it in myfrontdesk? 

Some channels (such as booking.com, Agoda, and Expedia) support sending updates to myfrontdesk. This allows myfrontdesk to update the reservation automatically.

For the channels which do not support sending modifications to myfrontdesk, you need to modify the reservation on the Extranet and then make the modifications in myfrontdesk manually.

Check this article to check which channels support sending modifications (look for automatic adjustments) to myfrontdesk: Channel Features

Making changes to OTA reservations imported to myfrontdesk manually

There might be reservations which were originally made on an OTA but were imported into myfrontdesk manually for different reasons; the reservation was made prior to setting up myfrontdesk system or the reservation was made prior to connecting the channel to myfrontdesk.

Changes to these reservations should be done on the channel extranet, they will be automatically applied on myfrontdesk, but only if:

1) The reservation's third party ID (order ID) in myfrontdesk matches the booking ID on the channel;

2) The change (sending modification, cancellation to myfrontdesk) is supported by the channel;

3) Specifically for modifications - it will be applied if the booking is not 'In-House' (guest has not checked-in yet).

What happens if a modification is received for a manually imported booking that does not have a (valid) source reservation ID?

In this case, the system will create a duplicate of the booking with the modification applied.

For example,

1) A guest has booked Room A before you connected the channel to myfrontdesk,

2) Then you connected the channel to myfrontdesk and imported the reservation with Room A manually,

3) The guest decides to modify the booking on the extranet to stay in Room B.

Scenario: If you had not entered the valid source reservation ID for this booking in myfrontdesk, then myfrontdesk will create a duplicate booking for the same guest with Room B booked. The manually imported booking (Room A) will be also left in the  system.

The booking  must have a valid source reservation ID for it to be modified automatically.

Myfrontdesk will send an email to inform you that we couldn't recognize the reservation that was modified and therefore created a new reservation. You should then delete the manually imported reservation (Room A) following the steps in the article: How to delete a reservation

What happens if a cancellation is made to a manually imported booking but it has no (valid) source reservation ID?

If a cancellation comes through for a mapped room: The system will create a duplicate for the canceled reservation and the original booking will not be modified. Starting May 2018, we'll also send an email explaining why a new canceled reservation was created (because we couldn't match the cancellation imported from the channel to any existing reservation in the system).

If a cancellation comes through for an unmapped room: Nothing will happen. There will be no duplicate for the cancelled reservation and the existing reservation will not be modified.

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