Please advise the guest to cancel the reservation through their EXP user interface, or get in touch with Expedia.
Do not cancel EXP 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.
To cancel the reservation in the back office:
1. Log in to the back office
2. Find the reservation
3. Then select Request to Cancel from Quick Tasks:
4. Select the right reason from the drop-down:
❗️❗️❗️ Cancellation policies for EXP are somewhat more complicated than other OTAs.
Always check the policy from the reservation itself. You can find the detail at the bottom of the reservation and it looks like this:
!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, no-shows etc.
📖 The no-show process is the same, you would just select Mark as no-show instead, from the Quick tasks menu!