What happens with a reservation being cancelled?

It is unfortunately part of our business; reservations being cancelled. And since it is not something you want, most businesses tend not to spent any time on it. This is where you can make a quick win. First of all, let’s be happy with the fact they cancelled instead of a no-show. Those are considerably worse and more expensive. Secondly, how are we handling a reservation being cancelled:

Tell the guest you feel sorry for the fact they had to cancel their reservation.
Verify you have the reservation and then cancel it directly.
Ask what is wrong or what happened, be sincerely interested.
Depending upon the reason of cancellation, respond accordingly.
Offer to reschedule the reservation for another time and wish them well with other plans.

Many places will just say “Ok” when a guest cancels or perhaps not even respond when it’s done by email. Do not be this place. There is much more at stake than most establishments realize. It is a chance to make a difference.
There are a million different reasons for people to cancel a reservation, usually it is not a happy one. You do not want to make it any harder for your guest when they might already feel uncomfortable with the fact they have to cancel. A few common unhappy reasons to cancel a reservation:

A person which was suppose to come got sick. Tell them you are sorry for them and mention you hope it is nothing serious so they get well soon.
There has been an unsuspected death. Show compassion and tell them they are in your thoughts, wish them strength.
Break-up in a relationship. You never know how they feel about it so do not ask too many questions. Sidenote: don’t bother asking to reschedule.

Personal note:

Cancellations happen. You will not be able to change their minds when someone cancels. Unless it is a secretary making the call, there usually is a solid reason. You can always try to have them as a customer another time, by being polite and interested. Take your time in your response. You will be on their minds the next time.
I know it might be a tough pill to swallow, especially when it’s done on short notice and you can not turn that table anymore. Still there is no reason or win to make them feel guilty about it. I wish I didn’t know so many places which do exactly that.

Sincerely,

Den The Man

Tell the guest you feel sorry for the fact they had to cancel their reservation.

Verify you have the reservation and then cancel it directly.

Ask what is wrong or what happened, be sincerely interested.

Depending upon the reason of cancellation, respond accordingly.

Offer to reschedule the reservation for another time and wish them well with other plans.

A person which was suppose to come got sick. Tell them you are sorry for them and mention you hope it is nothing serious so they get well soon.

There has been an unsuspected death. Show compassion and tell them they are in your thoughts, wish them strength.

Break-up in a relationship. You never know how they feel about it so do not ask too many questions. Sidenote: don’t bother asking to reschedule.

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