What’s inside: output checking · company memory
The question this file answersHow many cancellations does the front desk process by hunting for the rate plan and then guessing the fee?
Fits: properties where 15–25% of bookings change or cancel.
Typical, from the hospitality playbook: 15–25% of bookings are modified or cancelled, and each sends staff to find the rate plan and then the OTA's rule while the guest waits. The playbook gives no separate count for cancellations alone. In peak season, with new staff, the fee debate is longer.
On a Saturday changeover, the desk sees confirmations already sent for the straightforward cancellations and a short list of guests who are contesting a fee or asking for goodwill. Staff still decide the goodwill; they no longer look up the rule.
Typical, not a measured client result. Every figure here comes from the playbook source named below.
staff time that cancellation processing takes, saved where it is automated — Hospitality Technology (2023); goodwill stays human
Before: staff hunt the rate plan and the OTA rule for every cancel. After: the fee comes from the rate plan and Hospitality Technology (2023) puts the time at 2–3 staff hours a day in properties that automated it — fee disputes still get a person.
Hospitality Technology, Lodging Technology Survey (2023): properties with automated cancellation processing save 2–3 staff hours a day — an industry survey figure, not our measurement. Cloudbeds (2023) reports 35–50% less front-desk workload on booking modifications in general; that range lives on the booking-modifications file. Not a RevPAR claim.
Your PMS and channel manager stay — Opera, Mews, Cloudbeds and SiteMinder, D-EDGE or the ones you run. The build is our booking-modifications file applied to one request type:
Goodwill. Group bookings. The guest who is also a complaint. Channel disputes.
Not a RevPAR claim.
If rate plans in the PMS do not carry their cancellation terms — or carry old ones — the build applies the wrong fee confidently, which is why the audit begins with the rate-plan table. Some OTAs hold the guest's payment and apply their own rule; those cancellations are confirmed to the channel, not charged by you. Hospitality Technology's 2–3 hours a day is a US lodging survey figure about properties that automated cancellations; goodwill and group decisions are outside it.
The path: free 60-second estimate → free 20-minute review → paid audit of this one process (€1.5–3K, typically two weeks) → pilot with your people in the loop (€10–20K, weeks, not quarters). No transformation programme. Prices are public, on the services page →
Scoped in the audit — the playbook has no estimate for this exact desk.
That depends on your volumes and wage costs — this page will not invent the number. The free 60-second estimate runs that calculation from your answers, with every multiplier sourced.
Not a named Aperanda client. Process file · Ops.
Short process file. Same build as its parent file; the playbook has no separate volume or benchmark for this desk.