Responding to booking cancellations

It's inevitable that some guests will decide to cancel or postpone their bookings as a result of a crisis. If this happens, where do you stand?

When guests cancel, remember they may be a customer in the future. In most cases, the reason for cancelling is genuine and important. You may be able to negotiate something to suit you both.

It's also important to remember that the crisis will pass and your business is for the long term. If you keep the goodwill of your customers in difficult times, it can pay off in the future.

The following guide was jointly developed by Consumers Affairs Victoria and Tourism Victoria. It outlines operators’ rights and responsibilities in relation to booking cancellations.

When customers cancel: guidance for tourism businesses External link

How do I?

Last Updated 4th September 2017