Sometimes travel plans change, and guests need to cancel. Having a Guest Booking Cancellation Receipt template that lists the original charges, your cancellation policy, the refund amount, and the cancellation date is helpful. Sending a cancellation receipt is not only courteous, but it also provides everything they might need to file a travel insurance claim.
Email Template & Trigger
Create an email template by navigating to Settings > Templates > Email tab > click the Create Email Template button > select the "Booking" option. Copy and paste the following values into your new email template.
Name:
Guest Booking Cancellation Receipt Email Template
From Name:
{MYCOFULL}
From Address:
{MYEMAIL}
To Name:
{CFULL}
To Address:
{CEMAIL}
Subject:
[Booking # {BID}] Cancellation Receipt
Body:
Hi {CFIRST},
We're disappointed that you had to cancel your booking (# {BID}) on {ZCURDAT} at {PDISPNAME}, with an original arrival date of {BARR}.
As a reminder, our cancellation policy is:
{BCANPOLDAT}
{BCANPOLLEGAL}
If applicable, any refund will be processed by {BSOURCE}.
Charges: {BTAMT}
Paid: {BTPAY}
Refund Amount: {BTNETTRANS}
Nightly rate breakdown by date table:
{BNRENTT}
Nightly rate breakdown by date list:
{BNRENTL}
Please let us know if you have any questions or concerns, and keep {PDISPNAME} in mind for your future travel!
{MYFIRST}
Email message preview:
To add a trigger, navigate to Settings > Messaging > Triggers > and click + Create Trigger.
Type:
Immediate
Event:
Booking is canceled/deleted
Condition:
Email Address on File is One Of > Has Real Email Address
Action:
Guest Booking Cancellation Receipt Email Template
Channel Template & Trigger
To create a channel template, go to Settings > Templates > Channel tab > click the Create Channel Template button > select the "Booking" option. Copy and paste the following values into your new channel template.
Name:
Guest Booking Cancellation Receipt Channel Template
Body:
Hi {CFIRST},
We're disappointed that you had to cancel your booking (# {BID}) on {ZCURDAT} at {PDISPNAME}, with an original arrival date of {BARR}.
As a reminder, our cancellation policy is:
{BCANPOLDAT}
{BCANPOLLEGAL}
If applicable, any refund will be processed by {BSOURCE}.
Charges: {BTAMT}
Paid: {BTPAY}
Refund Amount: {BTNETTRANS}
Please let us know if you have any questions or concerns, and keep {PDISPNAME} in mind for your future travel!
{MYFIRST}
Channel template preview:
To add a trigger, navigate to Settings > Messaging > Triggers > and click + Create Trigger.
Type:
Immediate
Event:
Booking is canceled/deleted
Condition:
Listing Channel is > One Of > Airbnb, Booking.com, Vrbo
Action:
Guest Booking Cancellation Receipt Channel Template
SMS Template & Trigger
To create an SMS template, go to Settings > Templates > SMS tab > click the Create SMS Template button > select the "Booking" option. Copy and paste the following values into your new SMS template.
Name:
Guest Booking Cancellation Receipt SMS Template
To Phone Number:
{CPHONE}
Body:
Hi {CFIRST}, your booking (# {BID}) at {PDISPNAME} has been canceled. If applicable, any refund will be processed by {BSOURCE}. We emailed you a cancellation receipt, so keep an eye out for that. Keep {MYURL} in mind for your future travel! 😁
SMS template preview:
To add a trigger, navigate to Settings > Messaging > Triggers > and click + Create Trigger.
Type:
Immediate
Event:
Booking is canceled/deleted
Condition:
Phone Number on File Status is > Yes
Action:
Guest Booking Cancellation Receipt SMS Template