How to receive and confirm cancellations

Receiving and Confirming Cancellations

PURPOSE AND SCOPE

The objective of this process is to formally document the cancellation, manage the returning client's needs (reschedule), and officially move resalable inventory into the "Available to Resell" database.

PROCEDURE

• 1.1 Receive the client's official cancellation notice (must be written/emailed).
  • Action: Move the corresponding HubSpot deal from the Reservations Board to the Cancellation Board. Ensure the designated Reservations Agent is notified of the move.
• 1.2 Review the T&Cs to determine the applicable refund/cancellation penalty.
  • Action: Calculate the client refund amount (if any).
  • Sub-Step: If a refund is due, create a Refund ticket on the Refund board in HubSpot and assign it to the Finance Team.
    • (Note: Any existing client deposits on file should be clearly noted on this refund ticket.)
• 1.3 Notify the client of the financial penalty, finalize the cancellation, and process fees.
  • Action: Create an Invoice for any cancellation fees on the Invoicing Board and send it to the client.
  • (Note: An insurance letter can be generated separately per the Insurance Letter SOP.)

2. Client Retention and Rescheduling Assessment (Sales Specialist)

• 2.1 Contact the cancelling client to determine if they wish to reschedule their tour for a future date.
  • Note: Gather required information (new dates, etc.). New trips with the returning client do not earn sales commission.

3. Inventory Audit and Qualification for Resale (Sales Specialist & Reservations Specialist)

• 3.1 Audit the trip components against the retained revenue to assess viability for resale:
  • Resell Full Tour: Trips with a majority of on-trail accommodations should be slated for full resale.
  • Scrap for Parts: Trips with too many transfers off-trail to undesirable locations should be designated to be 'scrapped for parts'.
  • Retention: Rooms at hard-to-book refugios (e.g., Bonatti, Mottets) should always be retained, either within a full resale itinerary or individually for parts.
• 3.2 Update the Inventory Database based on the decision in 3.1:
  • If the full tour is available (Resale decision), the booking is moved to the 'Available to Resell' column in HS.
    • Ezus moved to ‘Available for Resale’ in Ezus by KTB (AUSTIN TO CONFIRM - to show up in room alignments)
  • If the trip is being scrapped for parts, the individual retained rooms are moved to the 'Rooms Available' document for the coordinating tour by the Reservations Agent as designated by the Sales Agent (notified via Slack). Trip card is moved in HS to the ‘Rooms available’ column, Res Agent to archive deal once the rooms have been added to the corresponding available rooms spreadsheet. 
    • Deal moved to ‘Available for Parts’ in Ezus by KTB
    • Once a room that is not being retained is cancelled it should be deleted out of the original Ezus as to not show up in room alignments by Res Agent. 
  • KTB will inform Reservations Agent of decision - Res Agent to ensure that pricing is updated (either for full tour if the whole thing is being resold, or the specific parts that we are keeping)
• 3.3 Convert the resalable inventory into a client space listing in Ezus, titled using this convention:
  • Unpublish the original Client Space and republish so that the old client can no longer access the client space. 
• Convention Example: [Destination Code], [Service Level][Full dates (ie. July 12-20, ‘25)[qualifiers as needed] - Ref. [Client First Initial][Client Last Name] (e.g., TMB, Full Comfort Tour, Aug 12-20, 25’ - Ref. J.Smith)
• • Review rates and notes for accuracy
  • Notify Marketing that this tour is available for Resale. 
• 3.4 Add the full name of the previous client to the notes section of the newly updated resale space for tracking purposes.

QUALITY STANDARDS / CHECKS

• Due C-Day (Same Day as Notice)
  • Move Deal: The Sales Specialist must move the corresponding HubSpot deal from the Reservations Board to the Cancellation Board and notify the designated Reservations Agent.
• Due C + 1 Business Day
  • Calculate Refund: The Sales Specialist must calculate the client refund amount (if any) based on the Terms & Conditions (T&Cs).
  • If a refund is due: Create a Refund ticket on the Refund board, clearly noting any client deposits on file, and assign it to the Finance Team.
  • Process Fees: Create an Invoice for any cancellation fees on the Invoicing Board and send it to the client.
  • Assess Reschedule: Contact the cancelling client to assess their interest in rescheduling the tour for a future date. (Note: New trips with returning clients do not earn commission.)
• Due C + 2 Business Days
  • Audit Itinerary (3.1): The Sales Specialist must audit the itinerary to determine its resale viability based on two key criteria:
  • Resell Full Tour: Trips with a majority of desirable, on-trail accommodations.
  • Scrap for Parts: Trips with too many off-trail transfers to undesirable locations.
  • Update Inventory (3.2): Move the retained booking to the appropriate tracking document based on the audit:
  • Move to 'Available to Resell' if the full tour is viable.
  • Move to 'Rooms Available' if the trip is being scrapped for parts.
  • Create Listing (3.3): Create a new CRM listing (client space) using the established Naming Convention (e.g., TMB 26, Full Comfort Tour - Ref. J.Smith).
  • Finalize Data (3.4): Add the previous client's full name to the notes section and assign a unique Resale ID Number.

LINKED DOCUMENTS

Hubspot Cancellation Board: https://app.hubspot.com/contacts/4041588/objects/0-3/views/all/board

Patagonia Available to Resell - Patagonia Available Bookings

TMB Available to Resell - TMB Available Bookings