Troubleshooting Expedia Cancellations

Some guests will cancel their reservation on Expedia and then call the property to ensure that their reservation is cancelled.

In some of these instances, the caller does not notify the property that they have already cancelled their reservation on Expedia. As a result, the property will manually cancel the reservation in Visual One during such calls, being unaware that there is a pending cancellation to arrive from Expedia.

When the Expedia Interface then tries to send the cancellation through, the interface will search for a confirmation number that has already been changed to a cancellation number during the phone call, and the interface will fail to find anything to cancel, generating an error.

In such cases, the property must manually adjust the reservation in the Expedia extranet to reflect the change. They can do this by identifying the booking reference and cross referencing it with the cancelled reservation.