Refund Vouchers

Instead of refunding a cancelled booking, you can let the guest use what they paid for a future stay. Either carry the payment over to a new booking with the group function, using the original booking number as the voucher code, or give the guest a special rebooking price with the agent functions.

Table of Contents

1. Choose an option
2. Ask for the original booking number
3. Carry the payment over to a new booking
4. Send a confirmation to the guest
5. Offer a special rebooking price

Choose an option

Ask for the original booking number

For options 1 and 2, add a booking question so guests can enter their original booking number when they rebook.

Steps:

1. Go to Settings > Properties > Booking Questions.
2. Create a custom booking question:
   • Question: for example, "Please provide your original booking ID"
   • Type: Single Line Field
   • Usage: Optional

Carry the payment over to a new booking

Option 2 only, first: go to Settings > Guest Management > Invoicees, click Create New Invoicee and enter a name and details, for example Voucher.

Steps:

1. Make sure the original booking has the status Cancelled. Cancel it manually, or it's cancelled by the channel.
2. Open the original booking and go to the Charges & Payments tab. Leave the payments as they are.
   • Option 1: delete the charges (usually the top row) with the red X.
   • Option 2: for each charge, click the three dots on the far right and select your invoicee. The values show at the bottom of the page.
3. When the guest makes the new booking, copy the original booking number from the custom question.
4. Open the new booking, go to the Invoice tab and enter the original booking number in Add Existing Booking to Group.

Expected result: the two bookings form a group booking and the original payment shows in the Invoice tab of the new booking.

Send a confirmation to the guest

Use the custom question to trigger an auto action that emails the guest.

Steps:

1. Go to Settings > Guest Management > Auto Actions and create an auto action.
2. In the Trigger tab, set Booking Field Does Not Contain = your custom question, and leave the next field blank. The auto action then only triggers if the guest filled in the question.
3. In the Message tab, enter the text for the guest, with or without a payment link if more payment is needed.

Offer a special rebooking price

This option uses the agent functions: a special booking page URL with an agent code shows prices only for these guests. For the full agent setup, see Agents.

Before you start, decide:

• whether guests should pay, and which Booking Type to set in the Daily Price, Fixed Price or offer
• whether to accept request or confirmed bookings, also set with Booking Type in the offer
• whether guests get different discounts depending on where they booked originally, for example Booking.com or Expedia. If so, create one agent code per channel, each with its own prices.

Steps:

1. Go to Settings > Booking Engine > Property Booking Page > Behaviour and enter your Agent Code, for example REBOOK.
2. Go to Settings > Properties > Offers and create an offer for these prices. Set Enable (Always or Only when available), Booking Type and Allow Cancellations.
3. Create the prices:
   • Daily Prices: in Prices > Daily Price Rules, set the offer, untick Beds24, tick Beds24 - agents and enter the agent codes in Agent Codes. Then enter the prices in the Calendar.
   • Fixed Prices: in Prices > Fixed Prices, open or add a price, enter the prices and conditions in the Summary tab, set the offer in the Rooms tab, and in the Channels tab untick Beds24, tick Beds24 - agents and enter the agent codes.
4. Build the special booking page URL: add &agent=REBOOK to your booking page URL. To track these bookings in reports and auto actions, also add &referer=REBOOK.
5. Go to Settings > Guest Management > Auto Actions and create an auto action that emails the special URL to the guests:
   • In the Trigger tab, identify the cancelled bookings, for example Booking Status = Cancelled and Booking Info Code = REBOOK. If you have one code per channel, also select the Booking Source.
   • In the Message tab, enter the text for the guest with the special booking page URL.

Expected result: guests who open the special URL see the rebooking prices.

Example URLs, with property ID 13208 and agent code REBOOK:

Tip: use a URL shortener to make the link shorter. To send more messages to guests who use the special booking page, use the referer value in the Trigger tab of other auto actions.

Related Articles

• Agents
• Group Bookings
• Invoicees
• Auto Actions
• Voucher Codes