Duve is introducing a new toggle that allows hosts to block cancellations for free upsells and services, addressing a critical need for hosts who rely on integrations that do not support cancellations, such as systems as HubOs, and HotSos. This new toggle feature provides greater control to hosts over which services can be canceled by guests, improving both operational efficiency and guest satisfaction.
Overview
Currently, guests using Duve’s platform are able to cancel upsell services post-booking, which is usually straightforward. Guests expect their cancellations to be processed, but services are still delivered, leading to negative experiences.
To prevent this, Duve enables hosts to block cancellations for specific free upsells and services.
How to Set Up the Block Cancellations Option
Step 1: Access Free Upsells in Duve
- Login to Duve Dashboard: Navigate to the "Upsell" section within your Duve dashboard, where all upsell services are listed.
- Select or Create Free Upsell Service: Either edit an existing free service or create a new one, such as a towel request or any complimentary service.
Step 2: Toggle Cancellation Option
- Go to Pricing & Cancellation Policy Section: In the service settings, scroll down to the "Pricing & Cancellation Policy" section.
- Toggle the Cancellation Option: You will find a new toggle labeled "Prevent guests from canceling after booking." By default, this toggle will be set to off, allowing cancellations.
- Enable the Toggle: Turn the toggle on for any service where cancellation should not be allowed (e.g., towel requests where operational systems cannot handle cancellations).
Use Cases
1. Guest Requests Free Services Without Cancellation Option
Guests booking free services such as extra towels will no longer see the option to cancel in the Duve Guest App if the host has disabled it. This reduces confusion and avoids negative experiences with services that cannot be canceled once booked.
2. Host Prevents Cancellations for Non-Cancelable Services
Hosts can now prevent cancellations for free services that are tied to external systems like HotSos, which do not support processing cancellation requests. This improves operational efficiency by preventing cancellations from being submitted to these systems and reduces guest complaints.
3. Host Customizes Upsell Services Based on Needs
For each free upsell service offered, hosts have full control over whether guests can cancel it or not. For services like towel requests, where cancellations don’t need to be offered, the host can disable the option, while other services may retain the cancellation flexibility.
Internal:
This feature is designed for Premium and Enterprise plan users, ensuring smooth operations while maintaining a clear and transparent guest experience.
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