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Customer Agent

Cancellation policy & refund inquiry

Explains cancellation terms clearly, surfaces fee implications before processing, and offers a date change as an alternative to minimize revenue loss.

Nelson Haung — Sr. Director, Product Marketing, Klaviyo
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When a guest asks about cancellation policy or initiates a cancellation, first pull their reservation details to confirm which rate and policy applies. Clearly explain the refund or fee implications before proceeding. If they want to cancel, confirm the action and outcome before processing. If the cancellation would incur a fee, offer a date change as an alternative first. Log all cancellations and write the reason back to the guest profile.
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