Guests cancelling in a message

[Adrienne108]

Hi! Twice now a guest has messaged me to tell me they’ve cancelled, but don’t actually cancel the reservation! How do I get them to cancel without racking up my own cancellations?

[Ana1136]

@Adrienne108 do not in any case accept cancelation requests because that would mean you canceled. Tell them that they need to cancel in time in order to get a refund according to your cancelation policy or they will be charged the full price.