There are four scenarios for request cancellations.
- Guest cancels a confirmed request in the Guest Portal.
- Guest cancels their room reservation; eConcierge automatically sends Cancel Request Notification email to concierge.
- Guest cancels a pending request.
- Concierge must cancel a request because the request is not available. For example, due to a private party the desired restaurant is unavailable at the requested time.
1. Guest Cancels a Confirmed Request in the Guest Portal
To cancel a request that has already been confirmed by the concierge, the guest logs into the Guest Portal, views the itinerary and clicks Cancel for the particular request.
The guest then clicks OK in the confirmation pop-up. The request will now have a Canceled-Pending status in the Guest Portal.
This indicates that the guest has requested that a confirmed request be canceled. Now the concierge must cancel the request with the appropriate vendor/venue. When that is done, the concierge confirms the cancelation in the Admin Dashboard.
When a guest cancels a confirmed request:
- A Cancel Request Notification email containing an active link to access the particular request in the Admin Dashboard is sent to the concierge.
- The request will re-appear in the Admin Dashboard on the Requests Tab, now with a status of Canceled and an Original active link directly underneath.
- See Edit a Request and follow steps for canceling a request.
2. Guest Cancels Room Reservation
Confirmed Requests
When the concierge confirms a request, it no longer appears on the Requests tab. Rather, it appears on the Inquiry tab with a Confirmed status.
If the room reservation is canceled:
- The confirmed request will show up anew in the Requests tab with a Canceled status.
- A red date will appear in the Resv. CXL column indicating the date that the guest canceled the reservation.
- See Edit a Request and follow steps for canceling a request.
Unconfirmed Requests
If a guest cancels their room reservation, any unconfirmed requests in the Requests tab will remain unchanged (the Request Status remains "Requested") except that the date of cancellation will appear in red in the Resv. CXL column. The unconfirmed request must now be canceled.
- See Edit a Request and follow steps for canceling a request.
Once a guest checks out, the concierge may not edit or cancel any of the guest's requests, regardless of the request status. The Cancel and Edit functions are inactivated and unactioned requests are moved to the Inquiry tab once the guest's date of departure has passed.
If a guest directly contacts the concierge (in person or over the phone) to cancel an unconfirmed Request, add a comment noting, “Per your request, we have canceled this on your behalf.” when processing the cancellation.
3. Guest Cancels a Pending Request
If a guest clicks Cancel in the Guest Portal to cancel a pending request, it is removed from the Requests tab and moved to the Inquiry tab with a status of Canceled in the Admin Dashboard.
- The Concierge Name field will display the guest's name rather than the concierge's name.
- In this scenario, the concierge does not need to take any action.
4. Concierge Cancels a Pending Request
From time to time, requests submitted by guests are unavailable or unfulfillable and the concierge must either cancel the request or propose an alternative option to the guest. For example, due to a private party, the desired restaurant is unavailable at the requested time. The concierge may cancel the request, ideally with an explanation, or propose to the guest a different outlet at the requested time. To cancel the request, see Edit a Request and follow steps for canceling a request.
- When a guest makes a request, and until it is confirmed by the concierge, it appears in the Guest Portal itinerary with a Pending status and appears in the Admin Dashboard on the Requests tab with the status of Requested.
- However, if the guest clicks Cancel in the Guest Portal to cancel the pending request, in the Admin Dashboard it is removed from the Requests tab and moved to the Inquiry tab with a status of Cancelled.
- The Concierge Name field will display the guest’s name instead of the concierge’s name.
- In this scenario, the concierge does not need to take any action and the request will not have the status of Cancelled-Pending on the guest itinerary since the concierge had not yet confirmed the request.
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