How to handle cancellations and reservation modifications

When the reservation comes from the HomeAway/VRBO

1. The reservation change is agreed between the PM and the guest. It's not possible for the guest to modify or cancel the reservation in HomeAway/VRBO. Hence, if a guest wants to change the reservation details, they need to contact the Property Manager directly, using external means of communication.

2. The property manager should manually modify or cancel the reservation in RNS.

3. The reservation details that were updated in RNS (dates, price, status, details) are automatically imported from RNS to RU. Synchronisation is run every 10 minutes.

4. RU reservation update is automatically synchronised with HomeAway/VRBO to allow correct commission calculation.

NOTE: In this scenario, the RNS is the source of truth in case of data discrepancy. The data received from RNS will override the data in RU. Please note that if for some reasons RU cannot update this reservation, no communication on this event is sent out.  

PRICING: Even when the reservation’s price is different from what is in RU, the price in RU is updated.

 


When the reservation does NOT come from HomeAway/VRBO

1. Either the guest requests for the modification or cancellation from the sales channel extranet and the property manager would approve the modification directly in the extranet or the property manager should modify or cancel the reservation in sales channel, if agreed with the guest (dates, price, status, details).

2. The reservation is automatically updated in RU (dates, price, status, details).

3. An email with reservation modification or cancellation information is sent to the property manager by RU. 

4. The property manager should manually modify or cancel the reservation in RNS.

NOTE: In this scenario, the sales channel is the source of truth in case of data discrepancy. Hence, no data is synchronised from RNS to RU. All the changes should originate in the sales channel, otherwise they are not valid.

When a reservation exists in RNS, yet it is NOT registered in RU.

In this scenario, a booking may have been made directly in RNS, through a sales channel not connected to RU or before the Property Manager joined RU.

1. The reservation is updated in RNS.

2. Synchronisation is run every 10 minutes and new updates are identified. 

3. Since there was no reservation in RU yet, a new one is created. The source channel of this reservation contains the Property Manager’s username.

NOTE: In this scenario, the RNS is the source of truth in case of data discrepancy. The reservation data received from RNS will be prioritized over what is already in RU. This means that further reservation updates from RNS will override any reservation’s data in RU. Information about these bookings is not shared with any channel.

PRICING: If the reservation is not in RU and the price of reservation imported from RNS is “0”, this price will be saved in RU!

IMPORTANT: In case a reservation’s status is “Cancelled” in RU and that reservation gets re-confirmed in RNS, then such a change is ignored by RU. Status change from “Cancelled” to “Confirmed” is not allowed, regardless of the source channel.

 

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