Commission on cancelled/relocated reservations

When do we charge owners for lost commission

Owner Cancels Bookings for Good Cause:

When an owner cancels bookings for a valid reason ("Good Cause"), ACME collaborates to relocate guests with no cost to the owner where possible.

Examples of Good Cause:

1. House is damaged or requires major renovations:

   • ACME will block the calendar to address the issue.

   • ACME works to relocate guests to comparable properties.

2. ACME error:

   • If ACME sells a reservation outside of policy, the company will supplement financial losses to mitigate the impact.

   • The financial analysis includes:

     • Calculating the potential earnings from the original booking.

     • Assessing relocation options.

     • Spending up to the amount ACME would have earned to retain the booking. This ensures that earning something is better than nothing.

Owner Cancels Bookings for Convenience:

If an owner cancels bookings for reasons outside of "Good Cause," ACME will calculate the associated costs and report them.

Examples of Convenience:

1. Owner decides to sell the property or use it personally:

   • ACME will block the calendar per the owner's request.

2. Owner disputes pricing but the reservation was within policy:

   • ACME honors the booking and calculates associated cancellation costs.

Important Notes:

• Cost Calculation: Do not disclose the cancellation cost directly to the owner. Instead, tally the costs and outline potential downsides in a ticket.

• Approval Process: Submit the ticket to Jocelyn for approval. If Jocelyn is unavailable, escalate to Mike Flannery.

Options for Handling :