Cancelling a Reservation

Step 1: Retrieve the Reservation

• Pull up the guest’s reservation in the system.

• Confirm the guest's name, address, and last 4 digits of the credit card on file.

Step 2: Cancel the Reservation

• In the Attn field, enter "Cancelled Per Guest".

• In the Status box, input "X" and press ENTER.

• A prompt will appear asking for the cancellation reason.

  • Ask the guest: "Is the cancellation due to Personal, Illness, or Weather?"

  • Enter 1 for the reason and press ENTER.

Step 3: Provide Confirmation & End the Call

• Offer to provide the cancellation confirmation to the guest, which will generate next to the original confirmation number.

• Ask if there is anything else you can assist them with.

• Politely end the call.