Cancellation Re-engagement Automation
The Cancellation Re-engagement automation attempts to salvage canceled bookings by offering alternative dates, flexible options, and incentives to rebook.
Overview
Purpose: Convert cancellations into rebookings with flexible alternatives.
Trigger: Booking cancellation confirmed within destination travel window.
Channels: Immediate email, followed by phone call within 24 hours.
Setup Instructions
- Navigate to Automations in your SendSquared dashboard
- Click + Create New Automation
- Select Cancellation Recovery from the template library
- Configure the automation with the following nodes:
Step 1: Configure Cancellation Detection
- Select the Status Change trigger
- Set conditions:
- Status changed to "Canceled"
- Within 90 days of arrival date
- Not force majeure cancellation
- Guest has cancellation flexibility
Step 2: Analyze Cancellation Reason
- Add Reason Classification:
- Date conflict
- Budget constraints
- Property concerns
- Travel restrictions
- Personal circumstances
Step 3: Create Recovery Strategy
- Design Immediate Response
- Prepare Alternative Offers
- Schedule Personal Outreach
Email Template (Immediate Response)
Subject: We're sorry to see you go - Can we help you rebook?
Dear [Guest Name],
I'm sorry to hear your trip to [Location] didn't work out for [Original Dates].
Before you completely cancel your plans:
NEW OPPORTUNITIES FOR YOU:
🔄 REBOOK DIFFERENT DATES:
• [Date Option 1]: Save 20% off original rate
• [Date Option 2]: Same price + free upgrade
• [Date Option 3]: Extended stay discounts
💫 SAME DATES, BETTER DEAL:
• [Alternative Property] - Only $[Amount]/night
• Includes [Additional Features]
• [Distance] from your preferred location
• [Rating] star rating with [X] reviews
🎁 EXCLUSIVE COMEBACK OFFER:
• Book any future date, get 25% off
• Valid for 6 months
• Same property or alternatives
• Share with family/friends
WHY REBOOK WITH US:
✓ Flexible cancellation policy
✓ Price protection guarantee
✓ Dedicated support team
✓ Local emergency assistance
Reply to this email or call me at [Phone] within 48 hours to:
• Hold different dates at current rates
• Discuss alternative properties
• Explore payment flexibility
Your original rate was $[Amount]/night. I can match or beat this for alternate dates.
Looking forward to welcoming you to [Location] soon!
Best regards,
[Guest Relations Manager]
[Phone] | [Email]
P.S. Worried about canceling again? Ask about our "Book with Confidence" protection.
Alternative Offer Templates
Date Flexibility Offers
CHANGE YOUR DATES, KEEP YOUR VACATION:
Original: [Original Dates] - SOLD
Alternative Options:
Option 1: One Week Earlier
• [New Dates]
• 15% lower price
• Better pool weather
• Less crowded attractions
Option 2: One Week Later
• [New Dates]
• Same price + free nights
• Ideal for [Event/Season]
• Bonus: Festival weekend
Option 3: Off-Season Special
• [New Dates]
• 30% savings
• Fewer tourists
• More local experience
Which interests you most?
Property Alternatives
SIMILAR PROPERTIES AVAILABLE:
[Property 1]: Same Neighborhood
• [Amenities]
• $[Amount] less per night
• Available same dates
• [Additional feature]
[Property 2]: Better Location
• Walking distance to [Attraction]
• Pool + beach access
• Only $[X] more total
• [Unique benefit]
[Property 3]: Longer Stay Value
• Book 7+ nights
• Get rate: $[Amount]/night
• Same property type
• [Extra amenity]
Phone Call Script
[CANCELLATION RECOVERY SCRIPT]
Opening:
"Hi [Name], I wanted to personally reach out about your recent cancellation. I understand [Date] didn't work out, but I might have some solutions for you."
Discovery:
1. "Can I ask what caused the cancellation?"
2. "Are you still planning to visit [Location]?"
3. "Would different dates work for you?"
4. "Any flexibility with property type?"
Solutions by Reason:
→ Date conflict: "I have open dates [Before/After]..."
→ Price concern: "Let me offer some package deals..."
→ Property issue: "Have you seen our newer listings?"
→ Travel restrictions: "Our flexible policies allow..."
Incentives:
"For rebooking today, I can offer:
• [Discount]% off any future date
• Free upgrade to [Better Unit]
• Waived fees for future bookings
• Priority availability guarantee"
Closing:
"Can I hold a specific date for you while you think about it? No commitment for 48 hours."
Retention Offers by Guest Value
First-Time Guests
Welcome Back Incentive:
• Save 15% on rebooking
• No deposit required
• Free cancellation insurance
• Local experience credit: $50
"Don't let one cancellation ruin your vacation plans"
Repeat Guests
VIP Loyalty Recovery:
• 25% off any future booking
• Guaranteed room upgrade
• Early check-in/late checkout
• Dedicated concierge services
"We value our relationship and want to make this right"
High-Value Guests
Premium Retention:
• Cash credit: $[Amount]
• Annual discount rate: 30%
• Book multiple properties
• Priority support access
"Let's turn this setback into an upgrade"
Exit Survey Template
Subject: Quick Feedback: Your Cancellation
Dear [Guest Name],
To serve you better in the future, could you please take 2 minutes to let us know:
1. Why did you need to cancel?
□ Date change needed
□ Budget concerns
□ Found better option
□ Travel restrictions
□ Personal circumstances
2. Would you book with us again?
□ Yes, definitely
□ Yes, with different dates
□ Maybe in the future
□ Looking elsewhere
3. What would bring you back?
□ Different property
□ Lower prices
□ Better cancellation policy
□ Other: ___________
Complete survey = $50 credit future booking
[Survey Link]
Thank you for your feedback!
Recovery Package Examples
1. Date Swap Package
WORRY-FREE DATE CHANGE:
• Switch dates 3x for free
• Lock in current rates
• No rebooking fees
• Valid 12 months
Perfect for uncertain travelers!
2. Upgrade Incentive
COMFORT UPGRADE OFFER:
Original: Standard Villa
New: Premium Villa with Pool
Price: Same rate
Location: [Better Area]
Extras: Beach chairs, snorkel gear
Why settle? Upgrade for free!
3. Extended Stay Deal
MORE DAYS, LESS PER DAY:
• Original: 5 nights
• New offer: 7 nights
• Price per night: [Lower]
• Total savings: $[Amount]
• Same location/amenities
Make it a real vacation!
Best Practices
- Respond within 1 hour of cancellation
- Personalize recovery offers
- Address specific cancellation reasons
- Provide multiple alternatives
- Create urgency without pressure
- Offer "try before you rebuy" options
- Follow up multiple times
- Track successful recovery patterns
Measuring Success
Key metrics to track:
- Cancellation recovery rate
- Time to recovery offer
- Most effective incentives
- Recovered booking value
- Customer satisfaction post-recovery
- Repeat booking rate after recovery