Tour Cancellation and Refund Management

Procedure Steps

📝 Step 1: Receive the Cancellation Request

1. Gather Details:

   • Confirm the guest's name, tour details, and the reason for the cancellation.

   • Check the tour’s scheduled date and time to determine if it’s a same-day cancellation (likely subject to fees).

2. Check Payment Status:

   • Verify if a deposit was collected and by whom:

     • Hotel: Check in the Central Panel | Booked Tours for deposit details.

     • Agency: Contact the agency for payment confirmation.

💬 Step 2: Notify the Tour Agency

1. Contact the Agency:

   • Send a WhatsApp message to the tour agency with the following details:

     • Guest name.

     • Tour name and date.

     • Reason for cancellation.

   • Example Script:

     
     

     “Hello [Agency Name], we need to cancel the tour for [Guest Name] scheduled for [Date]. Please confirm the cancellation and advise on the deposit status.”

2. Confirm Cancellation:

   • Wait for the agency to acknowledge the cancellation and clarify refund policies (if applicable).

   • Document the conversation as proof.

💵 Step 3: Process Refund or Fee

1. If the Hotel Collected the Deposit:

   • Ask the agency for instructions:

     • Refund to Guest: Use the same payment method used for the deposit (cash, PayPal, card, etc.).

     • Transfer to Agency: Forward the deposit to the agency if required.

2. If the Agency Collected the Deposit:

   • Inform the guest that the agency will handle the refund or cancellation fee directly.

   • Provide the agency’s contact details if the guest needs to follow up.

3. Same-Day Cancellations:

   • Most agencies charge a cancellation fee for same-day cancellations. Inform the guest of this policy upfront.

🔄 Step 4: Update the Central Panel

1. Log into the Central Panel | Booked Tours: Booked Tours.

2. Locate the tour and press the Cancel button.

   

3. Record the cancellation in the Incident Diary Book if a deposit or fee is involved.

📢 Step 5: Notify the Guest

1. If No Deposit or Fee Was Charged:

   • Inform the guest the cancellation is confirmed and no charges apply.

   • Example Script:

     
     

     “Your tour scheduled for [Date] has been successfully cancelled. No charges were applied.”

2. If a Deposit Was Refunded:

   • Confirm the refund process:

     • Example Script:

       
       

       “Your tour scheduled for [Date] has been cancelled. The deposit of [Amount] has been refunded via [Payment Method].”

3. If a Fee Was Charged:

   • Communicate the fee and reason:

     • Example Script:

       
       

       “Your tour scheduled for [Date] has been cancelled. A cancellation fee of [Amount] has been applied as per the agency’s policy.”

Best Practices

• Always document WhatsApp communications for proof.

• Provide clear and empathetic communication to guests, especially in fee-related cases.

• Avoid confirming cancellations until the agency acknowledges them.

Reference Material

• Central Panel | Booked Tours.