When a guest has an active reservation but informs us that they will not be arriving for any reason, and we are not approving any refunds or vouchers, please follow the steps below to handle the situation appropriately:

Step 1: Mark the Reservation as "Force Majeure"

  1. Open the reservation details in the system.

  2. Update the challenging status to Force Majeure to indicate that the guest will not use the booking.

  3. Choose the status as "Solved".

Step 2: Confirm with the Guest

It is essential to obtain the guest’s confirmation that they will not use the reservation. This confirmation can be provided in writing (via email or chat) or verbally during a phone conversation. Use the following script:

Script:

Dear {Guest Name},

Please confirm that you are not going to use your reservation from {check-in date} to {check-out date} at {unit name, city}.
By confirming this, you are allowing us to remove your reservation from our calendar, and it will no longer be valid.

Ensure that the guest provides clear confirmation in response to this message.

Step 3: Remove the Reservation from the Calendar

Once the guest has confirmed that they will not use their reservation:

  1. Remove the reservation from the timeline in the calendar to make the dates available for new bookings.

  2. Document the guest’s confirmation in the reservation notes, including the date and time of the confirmation.

Step 4: Finalize the Process

Example Final Message:

Dear {Guest Name},

We have received your confirmation that you will not use your reservation from {check-in date} to {check-out date} at {unit name, city}. The reservation has now been removed from our calendar and is no longer valid. Thank you for letting us know.

Additional Notes: