In some cases, this is unavoidable, but it is important to communicate and emphasize the cancellation policy up front when the deal is made. As long as it is realistic, proven, and reasonable, I am sure the team members will understand. It is also important to communicate to the client when rescheduling is possible and at the same time it is important to maintain a continuing relationship for the Business in the future.

I remember during the pandemic, receiving all those cancellations like rain—it was tough and devastating. I recognized the team’s frustration and showed empathy, as I was honestly feeling the same. I highlighted how we had gone above and beyond during other challenges and encouraged them to show resilience and accept the facts that were beyond our control. It was the perfect time to pause, train ourselves, and stay in touch to keep the team engaged and enhance our skills.

The discontinuation of a project does not mean the end of time. Sometimes it's even a chance to create or acquire better ones. Some are the result of local or international competitiveness, while others are the result of force majeure. React with optimism and acknowledge the efforts while examining the causes. The team's confidence and excitement will increase as a result.

In this cas,e it is good to share with the staff the monthly and daily cancellation rate and then proceed to assess with them the amount of overbooked rooms to be sold. Replace the frustration of last minute cancellation with the strong emotion of overbooking.

This is where emotional intelligence comes in. Being able to relate can help employees understand what the customer is going through. Being professional and handling the situation with a smile and an empathic tone can help calm down some situations. However this sometimes might not be enough and going through the different loops to provide an answer or solution can help elevate the rowdy customer.