Cancellation & No-Show Handling

Purpose

To process cancellations and no-shows consistently, protect revenue where the policy allows and release inventory without delay.

Scope

Applies to all bookings, including group, corporate, direct and OTA reservations, and all related charges or refunds.

Responsibility

Reservations Executive processes cancellations; Front Office Manager approves waivers; Cashier processes refunds and no-show charges.

Detailed procedure

1. Verify the caller’s identity and locate the booking using the confirmation number and guest name.
2. Check the rate plan and cancellation terms that apply to the booking.
3. Explain any cancellation charge clearly and offer alternatives such as date change where the policy allows.
4. Cancel the booking in the system, record the reason and issue a cancellation number to the guest.
5. Send written confirmation of the cancellation and any charge or refund applicable.
6. At the night audit cut-off, mark non-arrived bookings as no-show after confirming that the guest has not contacted the hotel.
7. Apply the no-show charge, release rooms back to inventory and record any approved waiver with manager initials.

Standards and guidelines

• Cancellation requests are acknowledged immediately and confirmed in writing.
• Waivers require written manager approval.
• Refunds are processed to the original payment method within the stated period.
• Guests are treated with courtesy regardless of the charge applied.

Required records and documentation

• Cancellation register
• No-show list with audit sign-off
• Waiver approval record
• Refund request form

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