Tricky situations
Cancellation request
When the guest asks to cancel or change dates.
Fields in curly braces, like {name} or {arrival}, are filled in automatically by Guest in touch with the booking details. Fields in square brackets, like [Wi-Fi password], you write once yourself.
Friendly
Hi {name}, we're sorry you have to give up your stay at {property}. Your booking comes with [cancellation policy]. If you'd rather just move your dates, send us the ones that work for you: we'll gladly try to find a solution!
Formal
Dear {name},
we have received your request regarding booking {booking_ref}. Please note that the cancellation policy provides for [cancellation policy]. Alternatively, we can check availability for other dates: please let us know which ones.
Kind regards, {host}
Tips
- Quote the booking's exact policy: it avoids misunderstandings and disputes.
- Suggest changing dates before a refund: guests often prefer to postpone rather than lose the stay.
- If the booking came through a platform, the cancellation is done on the platform: say so clearly.
With Guest in touch
The AI never replies on its own about payments, refunds or cancellations: a person always replies, with the booking details right alongside.
More templates
Replying to a negative reviewProfessional, non-confrontational, written for future readers.Learn more →Replying to a maintenance issueReassure, ask for details and give a clear timeframe.Learn more →Noise complaintPolite but firm, when the neighbors complain.Learn more →Item left behindLet them know and arrange shipping.Learn more →
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