SOP for Cancellation Request

Created by Gracie Acdal, Modified on Tue, 26 Nov at 4:14 PM by Irish Yumul

Updated by Snow Aug 20

Always ask for the reason first before offering solution - No reason, no solution

Never give credit for next season

* for amendment requests with booking creation within 3 days can still be taken into consideration even if fully paid

No more other considerations to the TAs except TLN as practiced.

Cancellation policy will be for the contract.

Amendment request - Reason falls under Minor	Change of date
	additional nights (greater value)	reduce nights (lesser value)
EB Booking	allow if new value is higher than existing, 20K	allow, no refund, no gs credits, value remains same, 20K
WLG / Rack - less than 60days b4 c/I, fully paid	allow if new value is higher than existing, 20K	allow, no refund, no gs credits, value remains same, 20K
WLG / Rack - less than 60days b4 c/I, 20% deposit paid	allow if new value is higher than existing, 20K	allow, no refund, no gs credits, value remains same, 20K
WLG / Rack - more than 60days b4 c/I, fully paid	allow if new value is higher than existing, 20K	allow, difference is gs credits,refund after check out,20K
WLG / Rack - more than 60days b4 c/I, 20% deposit paid	allow if new value is higher than existing, 20K	allow, guest must book GS for the price difference, once gs is booked then reduce the nights, note on RB,20K

Amendment request - Reason falls under Minor	Change of date
	shift dates with no value change	shift dates with value change
EB Booking	NO - will be considered additional night or early c/o, 20K	NO, considered cancellation
WLG / Rack - less than 60days b4 c/I, fully paid	NO - will be considered additional night or early c/o, 20K	allow, will be considered additional night or early c/o, 20K,no refund, no gs credits - Note in RB the late check in
WLG / Rack - less than 60days b4 c/I, 20% deposit paid	NO - will be considered additional night or early c/o, 20K	deposit forfeit or allow, will be considered additional night or early c/o, 20K,no refund, no gs credits - Note in RB the late check in
WLG / Rack - more than 60days b4 c/I, fully paid	allow,20K	allow, follow additional nights rule for greater value, follow reduce nights rule for lesser value
WLG / Rack - more than 60days b4 c/I, 20% deposit paid	allow, 20K	allow, follow additional nights rule for greater value, follow reduce nights rule for lesser value

Amendment request - Reason falls under Minor	Change of unit/property
	Higher value	Lower Value
EB Booking	allow, 20K	allow, no refund, no gs credits, value remains same, 20K
WLG / Rack - less than 60days b4 c/I, fully paid	allow, 20K	allow, no refund, no gs credits, value remains same, 20K
WLG / Rack - less than 60days b4 c/I, 20% deposit paid	allow, 20K	allow, no refund, no gs credits, value remains same, 20K
WLG / Rack - more than 60days b4 c/I, fully paid	allow, 20K	allow, difference is gs credits,refund after check out,20K
WLG / Rack - more than 60days b4 c/I, 20% deposit paid	allow, 20K	allow, guest must book GS for the price difference, once gs is booked then confirm the change of unit, note on RB,20K

Amendment request - Reason falls under Minor	Change of pax
	Add Pax	Reduce Pax
EB Booking	allow if new value is higher than existing,20K	allow, no refund, no gs credits, value remains same, 20K
WLG / Rack - less than 60days b4 c/I, fully paid	allow if new value is higher than existing,20K	allow, no refund, no gs credits, value remains same, 20K
WLG / Rack - less than 60days b4 c/I, 20% deposit paid	allow if new value is higher than existing,20K	allow, no refund, no gs credits, value remains same, 20K
WLG / Rack - more than 60days b4 c/I, fully paid	allow if new value is higher than existing,20K	allow, difference is gs credits,refund after check out,20K
WLG / Rack - more than 60days b4 c/I, 20% deposit paid	allow if new value is higher than existing,20K	allow, guest must book GS for the price difference, once gs is booked then reduce the pax, note on RB

Tips! Please request documentation first before offering options! Kindly refer to the example below:

This is Snow from Nisade Reservations and we are sorry to hear that your plans to stay with us had to be canceled. We hope that everything will go smoothly with the medical emergency.

According to our terms and conditions (section 8c), cancellation requests after June 1, 2024, will be non-refundable for the total accommodation fee. However, if you could provide a medical certificate, I can relay a request for further evaluation by our upper management. Rest assured, we will diligently explore all the options that we can provide for your case.

Thank you for your time and we look forward to receiving the medical certificate at your earliest convenience.

Once again, we hope to have the pleasure of welcoming you in the future and that opportunity will allow you and your husband to enjoy our facilities and services.

Created by: Irish Yumul

Date: 07 July 2024

Although cancellations are already covered in our terms and conditions, and adherance to the TnCs is our first layer of answer, we can still be flexible and consider guest's request depending on the reasons. These SOPs are meant to be our guidelines and not easily given to guests immediately. Hence, below is our SOP on how to handle cancellation request for your reference.

Cancellation requests can be identified as major or minor due to severity of reason.

Major Reasons

Minor reasons

Pregnancy
- First-degree family member
- Certificate required
Medical Condition
- Includes ski injury, surgery, bone fracture, life-threatening disease
- Certificate required – Verify
Death
- First-degree family member
- Certificate required
- NO in-laws that are NOT traveling
Force Majeure
- Natural disasters such as storms, earthquakes, tsunamis, transportation cancellations, and any major disasters can be validated via online news.

Mistake of guest (wrong dates)
Breakups
School holidays (sports tournament)
Financial issues
Any other reason not stated in Major reasons

What we offer from best case scenario to last resort:

Major Reasons

Minor reasons

Date Change
- Applies to stays within the Winter 24-25 season, no credit note for next season
- Deadline for date change: 1 week (due to constant bookings)
- Can change the property. Idealy, it must be of the equivalent amount or higher. Any difference will be treated as GS credit valid until check out
Transfer to friends/family
- Do not change the original booking name
- Create a new booking under the new guest's name - Applies to stays within the Winter 24-25 season, no credit note for next season
- Deadline for transfer: 2 weeks (due to constant bookings)
- Apply a cancellation fee of 20,000 JPY as guest extras on the original booking and transfer the amount (20,000 JPY less)
- As the original booking is canceled, guest extras of 20,000 JPY should also be canceled. Final value of canceled bookings should be 20,00JPY.
- Can change the property. Idealy, it must be of the equivalent amount or higher. Any difference will be treated as GS credit valid until check out
Partial Refund
If first 2 options doesn't work, we may offer 50% partial refund for fully paid bookings. If only deposit, nothing! - Needs to be evaluated

Full Refund and/or Credit Note (Last resort)

Requires escalation to Patrick, Sophie, Head of Department (HOD), Accounting(for credit note) for specific scenarios:
1. Suing with lawyers
2. Name drop (e.g., Steph, owners)
3. Social network connections
4. Threatening with bad reviews
5. Unhappy with all options above

Always offer travel insurance first!
Date change

Applies to stays within the Winter 24-25 season, no credit note for next season
Deadline for date change: 1 week (due to constant bookings)
Can change the property. It must be of the equivalent amount or higher.
Refunds/GS Credits will not be granted for bookings with a lower amount, and will be required to top up the difference for bookings with a higher value.

3. Transfer to friends/family

Do not change the original booking name
Create a new booking under the new guest's name - Applies to stays within the Winter 24-25 season, no credit note for next season
Deadline for transfer: 2 weeks (due to constant bookings)
Apply a cancellation fee of 20,000 JPY as guest extras on the original booking and transfer the amount (20,000 JPY less)
As the original booking is canceled, guest extras of 20,000 JPY should also be canceled. Final value of canceled bookings should be 20,00JPY.
Can change the property. It must be of the equivalent amount or higher.
Refunds/GS Credits will not be granted for bookings with a lower amount, and will be required to top up the difference for bookings with a higher value.

Validity of SOP - For Winter 2024/25

Validity of SOP - Until August 31, 2024. SOP will be reviewed and updated by end August.

Additional Considerations:

More leniency for direct bookings
More leniency for Early Bird & Rack rates created before May 31st than for Winter Luxe Getaway bookings

TA cancellation requests:

Options to offer:

1. Resell the existing booking as is -- we will allow the name change (the 20K amendment fee for the name change will be your discretion as it was not mentioned in their contract signed).

2. Provide a new booking created from the day of mgmt's approval with equal or higher value with a 20K cancellation fee on the existing booking. The remaining funds will be transferred to the new booking. TA has to provide new booking before cancelling the existing booking.

3. Offers are valid for a week and any modifications thereafter will adhere to our standard terms and conditions.

How to reflect cancellation in Roomboss:

From July 1, 2024, please keep the gross value, zero out sell and delete invoice from the financial tab. This way, we are be able to track our losses especially the POA from summer. It will also help us track resold dates which already had forfeited payments.