Manage Booking Cancellations Wisely

Canceling a booking isn't just about clicking a button: it involves freeing up the calendar, communicating properly with the guest, and sometimes dealing with portal commissions. Knowing the right procedure will allow you to act confidently and maintain organized management.

Bookings That Can Be Canceled in the VRMS

In the VRMS, you can cancel the following statuses:

Pre-booking
Confirmed booking
Paid booking
Warranty period
Owner booking

How to Cancel a Booking

You have two ways to cancel:

From the planning: locate the booking, left-click and select Cancel.
From the booking details: open the booking details and use the cancellation option.

Reasons for Cancellation

When canceling, the system will ask you to indicate who is performing the action. This step is crucial as it affects the application of commissions and cancellation policies.

Case 1. The Tourist Cancels

Select Tourist when the guest cannot travel. The system will automatically calculate if a penalty or refund applies according to your cancellation policies.

Case 2. The Agency Cancels

Select Agency when the cancellation is due to internal reasons (issues, overbooking, etc.). In this case, no cancellation fee is applied to the tourist.

Helpful Tip

VRBO:
- If the agency cancels → the portal retains the intermediary commission.
- If the tourist cancels → no commission is charged.
Other portals: each channel has its own procedure. Check the "What is synchronized" section in the portal's profile within the Channel Manager.

Communication with the Guest

Before confirming the cancellation, the system offers to send an automatic message to the tourist. It is recommended to use it to maintain clear communication and avoid misunderstandings.

Helpful Tip

Even if the system sends the message, reinforce the information with direct and transparent contact.

What Happens After Canceling?

The booking appears in the list as Canceled.
It disappears from the planning and frees up the calendar.
In owner bookings, the status changes to Owner Canceled.

Recommendations:

Always inform the guest clearly.
Review the conditions of each portal before canceling.
Document the reason for the cancellation to maintain an organized history.

Common Mistakes

Selecting the wrong reason when canceling (tourist/agency).
Not sending the cancellation message to the guest.

Checklist for Canceling Bookings in Avantio

Make sure to follow each step to avoid errors, unnecessary commissions, or calendar blocks.

Identify the booking status:
- Pre-booking, Confirmed, Paid, Warranty period, or Owner.
Choose how to cancel it:
- From the planning or from the booking details.
Indicate who cancels:
- Tourist → applies cancellation policies.
- Agency → no penalty for the guest.
Review the portal conditions:
- Pay special attention to VRBO, which may apply a commission to the agency.
Send the cancellation message:
- Use the automatic option or communicate it manually.
Confirm the result:
- It will appear in the list as Canceled and the calendar will be free.

Now that you know the process, review the conditions of each portal you work with to ensure you always act in the most appropriate way, avoid unexpected costs, and maintain the trust of your guests.