Don't cancel, procrastinate: quick and easy solutions to make it happen

news

January 22, 2024

Leonardo Llorente, Head of Product, has more than 15 years of experience in the industry and is passionate about leading high-performance teams.

Since a few weeks ago, Roiback - leader in the management of the direct hotel sales channel - has been offering our Booking Center module free of charge to our customers.

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

The Booking Center module is specifically designed for reservation departments and Call Centers, allowing you to manage cancellations and modifications 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 when every reservation counts.

1. A customer wants to cancel, and as an alternative the hotel postpones the arrival dates while maintaining 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. Then, the dates of the reservation are changed, and subsequently, the reservation is saved, sending the confirmation from the Booking Center module.

              Number of steps / clicks: 3

              Estimated time: 60 seconds


2. A customer wants to cancel, and as an alternative the hotel postpones the arrival dates, offering an additional discount for future dates. The rate is flexible and is within the free cancellation period.

Instead of canceling the reservation, the hotel offers the customer to postpone the stay for future dates, including a discount as an incentive. In this case, a new room is added with new arrival dates. It informs what would be the price of the reservation for the new dates, applying the original price and the discount percentage agreed with the customer. 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 customer wants to cancel, and as an alternative the hotel postpones the arrival dates by offering a free upgrade to a superior room or board. The rate is flexible and is within the free cancellation period.

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

An automated quote can also be sent by email, which the customer will have 72 hours to confirm.

                 Number of steps / clicks: 3

              Estimated time: 60 seconds

4. A guest wants to cancel, and as an alternative the hotel offers to postpone the arrival dates by offering an additional night free of charge. The rate is flexible and is within the free cancellation period.

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 the arrival dates, adds one night (or several if applicable) to the room and saves the reservation, sending an email confirmation to the client.

             Number of steps / clicks: 3

             Estimated time: 60 seconds


5. In a multi-room reservation, the occupants of both rooms want to cancel. The hotel manages to keep one of the two rooms, postponing the 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, it saves the new reservation and sends the confirmation to the customers who keep the reservation.

             Number of steps / clicks: 4

             Estimated time: 90 seconds

These are just a few examples of advanced booking modification functionalities.

To complement the functionalities of the Booking Center module, we will soon be launching the "anti-cancellation" voucher option that will allow you to postpone reservations without having to define future dates. The guest will receive a voucher with a balance equal to the cost of their reservation, which can be redeemed in the future when making a new reservation. This functionality will be available in the Booking Center module and the vouchers will be redeemable from the booking engine. We will tell you more soon!

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

#NoCancelesAplaza #quedateencasa

Read more

news

Traveling without barriers: Progress and recognition in accessible tourism

By

Roiback

READ

news

Booking Cart: Drive Conversion

By

Roiback

READ

news

Changes to Google Hotel Ads Bidding Strategies

By

Roiback

READ

Shall we work together?

CONTACT