How to Handle Guest Cancellations
Understand how to manage guest cancellations and what to check after a reservation is cancelled.
When a guest cancels, the first step is to confirm the cancellation and understand how it affects the reservation, availability and expected payout.
For an OTA booking:
1. Confirm the cancellation on the relevant OTA.
2. Check that the cancellation status reaches Homeyhuts.
3. Review the affected dates.
4. Confirm whether the inventory is available for resale.
5. Check the OTA's cancellation policy to understand any applicable fees or payout.
6. Update or communicate with the property team if required.
For a direct or manual booking:
1. Confirm the cancellation with the guest.
2. Review the applicable cancellation policy.
3. Update the reservation status appropriately.
4. Confirm the dates are no longer incorrectly blocked.
5. Record any applicable cancellation charge or refund according to your agreed policy.
Important:
Cancellation handling and payout rules depend on the booking source and applicable cancellation policy. Homeyhuts displaying a cancellation does not by itself determine whether the guest receives a refund or whether the host receives a payout.
Tip: After every cancellation, check the calendar immediately. Reopening cancelled dates quickly can give you an opportunity to sell the inventory again.