Reservation Cancellations
Managing cancellations correctly is critical for avoiding commission loss, ensuring booking integrity, and protecting
your professional reputation as an FT Network agent.
TripO enforces specific cancellation rules due to its direct integrations with GDS and hotel partners.
Below is the complete, detailed cancellation workflow.
A. Critical Cancellation Policy — MUST READ
According to FT Network policy:
You MUST perform ALL hotel reservation cancellations through TripO directly to avoid commission delays or permanent
commission loss.
This means you should NEVER cancel a TripO booking through:
- Hotel call centers
- Hotel front desk
- Hotel mobile apps
- Hotel or chain website
- Third-party travel apps
- Emailing the property directly
Doing so may result in:
- TripO not receiving the cancellation signal
- Stay being recorded as “No Show”
- Commission tracking failing
- Permanent loss of payouts
- Potential account auditing issues
B. When Should You Cancel a Reservation?
A cancellation is required when:
1. The guest no longer wishes to stay
2. The guest wants to change dates (TripO requires cancellation + rebooking)
3. The room type needs to be changed
4. The rate plan must be changed
5. The booking was made under the wrong guest name
6. The loyalty number was incorrect, and the hotel cannot modify it
TripO does NOT support in-place modification.
All modifications must follow:
“Cancel the current booking and re-book.”
C. Step-by-Step: How to Cancel a Reservation Properly
Follow this procedure for every cancellation:
Step 1 — Go to Booking Management
1. Log in to your TripO agent account.
2. Look at the top menu bar.
3. Click “Trips”
This page lists:
- All upcoming guest stays
- Completed bookings
- Past bookings
Step 2 — Find the Reservation
Use one of the following methods:
- Search by Guest Name
- Search by Hotel Name
- Enter the Itinerary Number
- Filter by arrival date
- Filter by booking date
Click on the booking to load the detailed reservation page.
Step 3 — Review Cancellation Policy
Each rate plan has different rules, such as:
Fully refundable: “Free cancellation until 18:00, 1 day before arrival”
Partially refundable: “50% penalty after May 10”
Non-refundable: “This booking is non-cancellable and non-changeable.”
Late cancellation penalty: “1-night fee if canceled after 6 PM local time”
Important:
- TripO always displays the most accurate/official cancellation terms.
- Agents must confirm the guest understands penalty charges before proceeding.
Step 4 — Click “Cancel Booking”
On the reservation page:
- Scroll to the bottom
- Locate the red “Cancel Reservation” button
- Click it once
A pop-up window will show:
- Cancellation penalties
- Confirmation messages
Step 5 — Confirm Cancellation
You must manually confirm:
- You have read the penalty policy
- You understand cancellation is irreversible
- You acknowledge the rebooking process if needed
After confirmation:
- TripO sends a cancellation request directly to the hotel or GDS
- A cancellation number is generated
- You receive an email confirmation
D. Post-Cancellation: What Happens Next?
1. Cancellation Confirmation Email
You will receive:
- Booking reference
- Cancellation number
- Time of cancellation
- Penalty details (if applicable)
You may forward this email to your guest.
2. Refund Processing
If the booking was refundable:
- Refund will be returned to the same payment card used for booking
- Processing time depends on issuing bank:
- Credit Cards: 3–14 days
- Debit Cards: 7–20 days
TripO does not control bank timelines.
3. Commission Removal
Once a booking is canceled:
- It will no longer accrue commission
- Commission status will display “Canceled — No Commission”
If the guest rebooks:
- A new commission will apply to the new booking
E. What if the Hotel Cancels the Booking?
Occasionally, hotels may cancel due to:
- Overbooking
- Payment failure
- Operational issues
If you receive a hotel-side cancellation:
1. Forward the cancellation email to support@tripo.cc
2. You may rebook the guest on another property/rate
3. Guest will not be charged cancellation fees when hotel is at fault
F. Situations That Can Cause Commission Loss (Avoid These)
To protect your commission, NEVER:
❌ Cancel through hotel website
❌ Email the hotel requesting cancellation
❌ Modify dates directly with the hotel
❌ Ask hotel staff to “update” the booking
❌ Use hotel mobile apps to change guest names
❌ Call the chain customer service to cancel
Why?
Because commission tracking relies on TripO → Hotel → TripO communication loops.
Breaking the loop results in:
- Missing commission records
- Guest staying without credit
- Booking being dropped from TripO reports
- Loss of eligibility for FT Network incentives
G. Best Practices for Professional Agents
✔ Always cancel & rebook within TripO
Ensures accurate tracking & protects commissions.
✔ Confirm guest understands penalties
Document it in chat/email whenever possible.
✔ Cancel as early as possible
Avoids unnecessary penalties.
✔ Keep copies of all booking confirmations & cancellations
Useful if the hotel disputes charges.
✔ Contact TripO Support for any discrepancies
📩 support@tripo.cc