Managing booking changes effectively is crucial for maintaining customer satisfaction and operational efficiency. Whether processing schedule changes, handling cancellations, or issuing refunds, understanding proper procedures ensures smooth handling of all modifications.
Understanding Booking Changes
Different types of booking changes require specific handling procedures to ensure proper documentation and customer satisfaction.
Types of Changes
Schedule Changes
Rebooking requests may arise from:
Customer schedule conflicts
Weather-related rescheduling
Activity modifications
Operational adjustments
Emergency situations
Capacity optimization
Rebookings or Schedule Changes can be done by navigating to Bookings > Click on the desired Booking > View & Edit Booking Details > Rebook
Cancellations
Cancellations can be initiated by:
Customer requests
Operational requirements
Weather conditions
Insufficient participants
Emergency situations
Policy violations
Active bookings can be cancelled by navigating to Bookings > Click on the desired Booking > View & Edit Booking Details > Cancel Booking. Note that you are required to select the cancellation type i.e. is the booking cancelled by customer or business. Customer will get refund based on the option selected.
Refunds
Refund scenarios include:
Full cancellations
Partial booking changes
Service adjustments
Customer satisfaction issues
Policy-based refunds
Emergency situations
Refunds are processed when you initiate a booking cancellation or make updates to existing bookings. Changes to bookings can be done as explained in sections above.
Processing Rebookings
Handle schedule changes efficiently while maintaining customer satisfaction and operational clarity.
Rebooking Process
Initial Assessment
Before processing a rebooking:
Review original booking details
Check new schedule availability
Verify customer type compatibility
Assess price differences
Consider operational impact
Review change policies
Activity Selection
Choose appropriate new activity:
Confirm activity compatibility
Check available dates
Verify capacity
Review customer requirements
Consider location changes
Assess scheduling impacts
Price Adjustments
Handle cost differences effectively:
Calculate price differences
Process additional payments
Handle refunds if applicable
Update payment records
Document transactions
Communicate changes clearly
Managing Cancellations
Handle booking cancellations while maintaining clear records and following established policies.
Cancellation Processing
Initiation
Document cancellation details:
Record cancellation reason
Note initiating party
Timestamp the request
Verify booking details
Check cancellation policy
Assess refund eligibility
Policy Application
Apply appropriate policies:
Calculate refund amount
Consider timing factors
Review special circumstances
Document policy applications
Communicate decisions
Maintain consistency
Documentation
Maintain complete records:
Update booking status
Record all communications
Document policy applications
Note refund calculations
Track processing steps
Maintain audit trail
Processing Refunds
Handle refunds efficiently while maintaining accurate financial records.
Refund Handling
Assessment
Evaluate refund requirements:
Verify refund eligibility
Calculate refund amount
Check payment method
Review transaction history
Consider processing fees
Document calculations
Processing
Execute refunds properly:
Choose appropriate refund method
Process credit card refunds
Handle cash refunds
Update payment records
Document transactions
Send confirmations
Communication
Maintain clear customer communication:
Explain refund amount
Provide processing timeline
Send confirmation emails
Document all interactions
Address questions promptly
Maintain professional tone
Frequently Asked Questions
Frequently Asked Questions
Rebooking Management
Q: How do I handle urgent rebooking requests?
A: Rebooking requests can be managed by navigating to the Bookings tab > Click on the desired booking > View & Edit Booking Details > Rebook.
Q: What if the desired new date is unavailable?
A: In case of a rebooking if the desired date is unavailable provide alternative date and/or time options to the customer OR suggest similar activity.
Cancellation Handling
Q: How do I process last-minute cancellations?
A: Cancellations at last-minute should be handles based on your refund and cancellation policies set up. You can always make an exception by providing a full refund.
Q: What if a cancellation affects other bookings?
A: Cancellation of bookings do not interfere with other bookings. In a case where minimum number of seats are not filled for a specific availability, you can rebook the customers to other date or time after discussing with the customer.
Refund Processing
Q: What if the original payment method is unavailable?
A: Refunds are currently limited to the original source of payment. For example, if a customer made the booking by using a credit card, then the refunds will be processed on the same credit card.
Best Practices
Q: How can I ensure smooth booking changes?
A: Maintain efficiency through:
Clear communication
Prompt processing
Accurate documentation
Policy consistency
Regular monitoring
Staff training
Q: What records should I maintain for booking changes?
A: Booking changes are logged in the Activity Logs. We recommend to add notes if needed.