If a guest contacts you requesting the cancellation of a booking, the best way is to ask them to log into their HomeToGo account and process it from there. If they’re not able to, you can process it for them directly via your software, taking care of any refund (unless you are integrated into HomeToGo Payment, in which case we will do it for you).
If the guest doesn't meet your booking requirements, please notify them directly about the cancellation, as per your usual policy and procedure - all guest communication is your responsibility. Don't forget to take care of any refund (unless you are integrated into HomeToGo Payment, in which case we will do it for you).
If you encounter any technical issues, such as incorrect prices or availability displayed to the guest, immediately inform the guest of the cancellation and offer them an adequate solution as an alternative. Then, mark the booking as canceled in your software and inform HomeToGo so that we can help support with any fixes to the technical issue.
In case of further questions, please contact us at partnerrelations@hometogo.com - we’re here to help!
Customer support: +49 30 255 59 440