How can I best manage cancellation policies to be fair to the guest and my business?

May 22, 2020 | Ask Duetto Team

Something that is becoming increasingly clear is that, in order to get bookings, hotels are going to have to be flexible with their customers.

Prepaid, non-refundable rates are not going to be viable moving forward. Hotels will need to be flexible and offer customers options, such as being able to postpone the reservation, or exchange the reservation with vouchers to use in the future, or even pass on to family or friends. Flexibility is going to be the new normal.

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This question was answered by:

Juan Ruano
Director of Hospitality Solutions, EMEA

Juan’s current role overseeing the Solutions Engineering function within the EMEA region at Duetto follows on almost 4 years in Customer Success supporting some of our most valued customers. Prior to joining Duetto he worked for a specialist Revenue Management consultancy supporting many of the best known hotels in London (United Kingdom). Juan’s hospitality career has included working in operations internationally for some famous hotel groups such as Mandarin Oriental, Como Hotels and Resorts and The Savoy.

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