The guest has made a non-cancellable reservation at the hotel. Will he be allowed to cancel it?

The website usually sends the cancellation order directly to the backend, and we can choose to refuse the cancellation.

Generally, customer service will contact the hotel to ask if it can be canceled for free. The decision of whether to cancel the order lies with the person who answers the phone on the external network. If you can cancel, you can, but if you can't, you can't.

We can deal with this situation in three ways.

The first type: (Recommended to sell on behalf of the customer in peak season, recommended to postpone in low season) For example: the customer requests to cancel the order due to his or her own reasons, and the original order cannot be cancelled. Help the customer to open a room for sale on behalf of the customer (this method is recommended). Full refund on sale. If the property cannot be sold, the full payment will be deducted or the guest will be given an extension of time to check in next time.

The second type: modify and cancel, negotiate with the guest to deduct about 30%-50% of the liquidated damages, and see if the guest agrees. If the guest agrees, let the guest contact the platform for processing. The platform customer service will call the hotel to verify the situation. , the hotel requires customer service to note "30%-50% liquidated damages will be deducted for cancellation" and just send the modified order. If the guest does not agree, the order will be processed based on the situation. As long as both parties negotiate, it will be fine.

The third type of free cancellation allows guests to contact the platform to process and send a cancellation order, and click Confirm. However, this is a general processing method, and we can also have more advanced methods of processing cancellation orders.

The first time to communicate with the guest: The room you booked is non-cancellable. It cannot be canceled. Please add me on WeChat and I will help you get it.

The second time Communicate with the guest: The boss said that he can only refund half. I think it is a bit of a loss for you. After all, you can't come. I will help you fight for it, but I may not be able to win it. Please wait patiently.

The third time I communicated with the guest: I helped you think of a way and the boss agreed, and as long as the commission we paid to Ctrip/Meituan is deducted, it is equivalent to giving you a 90% refund. Please send us a 5-point review after 2 pm tomorrow. Send me a screenshot of the 5-point review. I will show it to the boss, and then I will give you a 90% refund and forward it to you on WeChat.

Benefits of this approach:

1. Let the guest return when satisfied.

2. We also added guest WeChat.

3. It also received a 5-point praise.

4. The commission income from one room is also contributed to OTA, which is helpful to improve the ranking, and this commission income is actually borne by the guest.

The first method before: it only protects the interests of the merchant and easily gets negative reviews from customers.

Second method: There is a certain chance that canceling an order on the platform will lead to negative reviews (modifying orders may have some rating authority), but the customer psychology and business psychology and interests are relatively easy to accept.

The third option is recommended. It better protects the guests and keeps them in their own private domain. We can also promise a discount for your next booking.

Even if the third type of commission is borne by our hotel and a full refund is made, a 5-point positive review must be received, because it is increasingly difficult to get a positive review, especially from Ctrip.