Unstable travel demand, part 2: how to communicate when cancellations happen
A practical guide to handling every scenario in hotels and vacation rentals, from early cancellations to no-shows
What you will find inside the guide
A collection of practical guidance for hotels, B&Bs, and vacation rentals that want to handle guest communication strategically in cancellation and no-show situations.
Operational procedures and message templates for cancellations in properties that manage guest communication directly, with guidance on how to reply clearly and professionally.
Operational procedures and dedicated templates for property managers, co-hosts, and teams managing multiple units, with clear rules to keep responses, roles, and decisions consistent.
How to anticipate possible waves of cancellations, plus practical examples to reduce tension, preserve the guest relationship, and lower the risk of negative reviews.
No. The guide was created in response to the current context, but the procedures and templates are useful whenever you or your team need to handle a cancellation. It does not just help you write better messages. It also helps you understand when to use them, how to adapt them, and which checks to make before replying.
This guide is focused only on guest communication in cancellation and no-show situations. If you are looking for guidance on pricing during periods of weaker bookings, you can find it in the guide Unstable travel demand: how to protect your property’s revenue.
The templates are designed to save you time and give you a clear starting point, but they should not be copied and pasted automatically. Before sending them, always make sure they match your cancellation policy, the booking channel, and the specific details of the case.