Scenario 1 - The guest request to cancel the reservation
Please advise the guest to cancel the reservation through their BDC user interface, or get in touch with the BDC.
Do not cancel BDC reservations on guests’ request any other way.
On very special and rare occasions, a Manager can agree to cancel it on our end, but in this case, they would have to make sure they request to cancel the reservation in the back office.
Only when this step is done, can you confirm with the guest that the reservation has been successfully cancelled:
Scenario 2 - We need to cancel the reservation
The reason would most often be that we can not accept the guest, or we have failed to charge their reservation.
❗️ It is of utmost importance that we cancel the reservation from the back office, not the CMS.
Step 1 - Mark the card as invalid
(Usually already done by the admins)
Once this is submitted, the guest receives the email to update their card within a certain time frame.
If this is not done by the guest within the time frame, we can cancel the reservation and we will not pay commission on it.
Step 2 - Cancel the reservation in the back office:
After this step, the reservation is cancelled in a correct way and we will not pay the commission for something we couldn’t collect.
↪ If you cancel it this way, the cancellation will arrive to the CMS and update the folio within 30min.
↪ If you cancel it in the folio as well, you will receive a Failed to deliver email, but no action is needed.
Here’s how to find a list of updated credit cards and those that can be cancelled:
In the BDC back office, open Reservations
Then filter to see invalid/updated credit cards:
You can then click on the booking reference to get to the booking details and cancel the reservation by clicking on the red button.
This is the only way to avoid paying more commission than we have to, and the ultimate goal is not to overpay anything, no matter how small the commission might be.
🙋🏻♀️ Keep in mind:
Whatever you do or intend to do, it needs to be followed by actions in the back office: cancellation, date changes, rate changes, no-shows etc*.
*Some of these actions will not be available depending on the date of the arrival, in this case, please call BDC.