Nobody wants to see a booking get canceled, but sometimes life happens! Having Guest Booking Cancellation Notification message templates ready to send to guests who cancel will make your workflow easier. The Send Cancellation Notification to Guest is already an OwnerRez default email system message, but you can optionally customize the system email message and adapt the language for channel and SMS messages, too.
Email Template & Trigger
Customize the Send Cancellation Notification to Guest system message by navigating to Settings > System Messages > Booking Messages > Send Cancellation Notification to Guest > click on the right Action dropdown menu > select Change Message. Copy and paste the following values into your new email template.
Name:
Guest Booking Cancellation Email Template
From Name:
{MYCOFULL}
From Address:
{MYEMAIL}
To Name:
{CFULL}
To Address:
{CEMAIL}
Subject:
[Booking # {BID}] Canceled
Body:
Hi {CFIRST},
We're disappointed that you had to cancel your booking (# {BID}) at {PDISPNAME}.
As a reminder, our cancellation policy is:
{BCANPOLDAT}
If applicable, any refund will be processed by {BSOURCE}.
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 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 Channel Template
Body:
Hi {CFIRST},
We're disappointed that you had to cancel your booking (# {BID}) at {PDISPNAME}.
As a reminder, our cancellation policy is:
{BCANPOLDAT}
If applicable, any refund will be processed by {BSOURCE}.
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 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 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}. Keep {PURL} 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 SMS Template