Airbnb Cancellations
Airbnb clients can process cancellations directly on the platform. These are then partially processed in Admin, with some steps left for our Regional teams to handle.
client cancellation - api supported
- Client requests to cancel through the Airbnb platform.
- Outside of 24 hours they receive a full refund, which is automatically processed in the platform.
- In admin we will receive an automated task on the Order level
- category: cancellation
- The tour line item will be automatically cancelled by the API
- The guide will still be assigned to the tour line item
- Key Experience
- Always leave the guide assigned even if there are no other clients on the sched walk
- Private Tour
- Unassign the guide (or detach if they are Inventory)
- Reopen any headset/car tasks for fulfillment to alert the vendor
- Commingle Group Tour
- Are there other clients on the sched walk?
- YES
- Nothing else needed in admin
- NO
- Remove the guide
- Reopen any headset/car tasks for fulfillment to alert the vendor
- Add an order note to record the cancellation
- Add a guide payment task if within the 48 hour window and no clients on tour.
client cancellation - api blocked
- The Airbnb platform does not support cancellations or refunds within the 24 hour window.
- We will receive an automated alert in Front: “New escalated airbnb message”
- Clients need to be advised through the chat that we cannot provide refunds for cancellations within this time frame.
- If clients decide to move forward with the cancellation, they will need to request this directly in the Airbnb platform. (There's a template for this in the app chat)
- Once they cancel, the tour line item will be automatically cancelled by the API
- The guide will still be assigned to the tour line item
- Key Experience
- Always leave the guide assigned even if there are no other clients on the sched walk
- Private Tour
- Unassign the guide (or detach if they are Inventory)
- Reopen any headset/car tasks for fulfillment to alert the vendor
- Commingle Group Tour
- Are there other clients on the sched walk?
- YES
- Nothing else needed in admin
- NO
- Remove the guide
- Reopen any headset/car tasks for fulfillment to alert the vendor
- Add an order note to record the cancellation
- Add a guide payment task if no clients on tour.
Context cancellation
- Clients will need to be alerted via the Airbnb chat that we need to cancel their tour.
- We will still process the cancellation in admin as per our standard SOP, however we will need to also go into the Airbnb app to cancel there as well.
- This is done in the 'today' view at the top of the page. Make sure you've switched to hosting!
- Find the upcoming experience and click into it. This will bring you to the chat page.
- Selecting the ellipses in the upper right hand corner; another window will pop up with cancellation option.
- Choose cancellation reason "cancel due to emergency"
- Hit 'next', and add a message to the client as to why you're cancelling.
- An alert will appear: "We’ve notified and refunded your guests. If you’d like, you can reach out to them with options for booking a new date or time."
- You're done!
