24-Hour Grace Period Cancellation Policy

1. Purpose

To define the eligibility and procedure for applying the 24-hour Grace Period cancellation policy for reservations under the Managed by Hosteeva service type.

2. Scope

This SOP applies to all Customer Support and Reservations agents managing cancellation requests for Managed by Hosteeva properties.

3. Eligibility Criteria

The 24-hour Grace Period cancellation policy is applicable only if all of the following conditions are met:

• ✅ Service Type: Reservation is under Managed by Hosteeva.

• ⏰ Grace Period Window: The cancellation request and the actual cancellation must both be completed within 24 hours of the reservation creation time.

• 📆 Advance Booking: The reservation’s check-in date is at least 15 days away at the time of cancellation.

4. Ineligibility Conditions

The reservation is not eligible for Grace Period cancellation if any of the following apply:

• ❌ The service type is Hosted or Platform.

• ❌ The 24-hour window from reservation creation has already passed at the time of processing the cancellation.

• ❌ The reservation was made 14 days or fewer before check-in.

5. Procedure

1. Confirm Eligibility:

   • Verify the service type in the reservation details.

   • Check the exact reservation creation timestamp.

   • Ensure the cancellation request and completion both fall within the 24-hour period.

   • Confirm the check-in date is 15 or more days away.

2. If Eligible:

   • Let the guest cancel the reservation and issue a full refund. Put the refund link in the comments of the reservation dialogue if applicable. 

   • Add the following comment to the reservation dialogue:
     Grace Period cancellation approved.

3. If Not Eligible:

   • Share the applicable standard cancellation policy.

6. Additional Guidelines

• All Grace Period cancellations must be handled promptly to ensure the action is completed within the 24-hour window.

• Agents are not required to escalate cases that clearly meet the eligibility criteria.

• Any unclear cases or disputes should be directed to a supervisor for review.