Incorrect Airbnb Guest Cancellation Task

Whenever an Airbnb guest cancels their booking, Rezzy is creating a task out of it as if we have to do something to approve the cancellation. Airbnb guests don't have to request anything - they just cancel. There shouldn't be a task related to this.

Hi Elliot,

Thanks for this feedback! We'll continue to monitor how Rezzy is creating tasks for scenarios like this.

I looked at other Airbnb bookings that were cancelled in the account, and it doesn't look like Rezzy created tasks for those. It seems it created a task for this booking because the guest sent a message about cancelling it, so Rezzy felt it was important to let you know. You can create a directive with Rezzy to tell it not to create a task for cancelled Airbnb bookings.

How to Create This Directive:

• Navigate to Rezzy AI > Directives
  
• Click + Add Scenario
  
• Fill in the following fields:
  
• Scenario: "Handling Airbnb Cancellation Requests"
  
• Directives: Write clear instructions, such as:
  
• "When an Airbnb guest mentions they want to cancel their booking, do NOT create a task."
  
• "Direct the guest to cancel through the Airbnb platform directly."
  
• "Inform them that cancellations must be processed through Airbnb's system."
  
• "Explain that the refund amount will be determined by our cancellation policy as displayed on Airbnb."
  
• Booking Stages: Select the relevant stages (Pre-booking, Pre-arrival, etc.)
  
• Properties: Select which properties this applies to (or leave blank for all)
  
• Click Save

More on setting up directives here: https://www.ownerrez.com/support/articles/rezzy-ai-directives#configure