Do not cancel, postpone: quick and simple solutions to achieve it

For a few weeks now, at Roiback – leader in the management of the direct channel of hotel sales – we offer our Booking Center module free of charge to our clients.

Enthusiastically received by our clients in Europe, Latin America and Asia, the objective is to help mitigate the difficult situation the sector is going through due to the expansion of Covid-19.

The Booking Center module is specifically designed for booking departments and Call Centers, allowing cancellations and modifications to be managed in a simple and fast way.

In this article we describe 5 examples of real situations in which our Booking Center module helps our clients. All of them with the purpose of maintaining – and not canceling – reservations, at a time where each reservation counts.

 

1. A client wants to cancel, and as an alternative the hotel postpones the arrival dates keeping the price. In this case the reservation is non-refundable.

The first step is to agree with the client new arrival dates, keeping the same price. Next, the dates of the reservation are changed, and then, the reservation is saved, sending the confirmation from the Booking Center module.

Number of steps / clicks: 3

Estimated time: 60 seconds

 

2. A client wants to cancel, and as an alternative the hotel postpones arrival dates, offering an additional discount for future dates. The rate is flexible and is within the cancellation period without charges.

Instead of canceling the reservation, the hotel offers the client to postpone the stay for future dates, including a discount as an incentive. In this case, a new room with new arrival dates is added. Inform what would be the price of the reservation for the new dates, applying the original price and the percentage of discount agreed with the client. This price will only be visible for reservations via Call Center.

After deleting the original room, proceed to save the new reservation and send the new confirmation to the customer.

Number of steps / clicks: 5

Estimated time: 120 seconds

 

3. A client wants to cancel, and as an alternative the hotel postpones the arrival dates offering a free upgrade to a room or a higher rate. The rate is flexible and is within the cancellation period without charges.

Instead of canceling the reservation, the hotel offers the client to postpone the stay for future dates, including as an incentive a room or meal plan upgrade. In this case, the hotel changes the dates and saves the reservation, sending an email confirmation.

You can also send a quote or automated quote by email, which the client will have 72 hours to confirm.

Number of steps / clicks: 3

Estimated time: 60 seconds

 

4. A customer wants to cancel, and as an alternative the hotel offers to postpone arrival dates by offering an additional free night. The rate is flexible and is within the cancellation period without charges.

Instead of canceling the reservation, the hotel offers the client to postpone the stay for future dates, including as an incentive an additional night free of charge. The hotel changes arrival dates, adds one night (or more if applicable) to the room and saves the reservation, sending an email confirmation to the customer.

Number of steps / clicks: 3

Estimated time: 60 seconds

 

5. In a multiple room reservation, the occupants of both rooms want to cancel. The hotel manages to maintain one of the two rooms, postponing arrival dates and applying a 5% discount as an incentive.

In this case, it is a reservation with an advance payment of 20%. The hotel convinces the occupants of one of the two rooms to keep their reservation by offering a 5% discount on the original rate.

Instead of canceling the entire reservation, the hotel removes one of the rooms from the reservation, and modifies the new arrival dates of the second room, applying a 5% discount as an incentive. Finally, save the new reservation and send the confirmation to the clients who maintain the reservation.

Number of steps / clicks: 3

Estimated time: 90 seconds

 

These are just a few examples of advanced reservation modification functionality.

To complement the features of the Booking Center module, we will shortly launch the “anti-cancellation” voucher option on the market, which will allow you to postpone reservations without having to define future dates. The guest will receive a bonus with a balance equal to the cost of their reservation, which can be exchanged in the future when making a new reservation. This functionality will be available in the Booking Center module and the vouchers will be exchangeable from the booking engine. We will tell you more soon!

Step by step and working together, we will move forward.

#DonotCancelPostpone #stayathome

Irene Arribas

New Media & Content Executive. Irene (BA in Journalism) knows that her passion is the world of communications and public relations. She thinks the key to succeed in this field is as simple as 'being happy and inspire.'