Handle a booking cancellation or no-show politely

--- name: handle-a-booking-cancellation-or-no-show-politely description: "Gives the steps and wording for answering a late cancellation or a missed appointment calmly, fairly and with a way to rebook. Use when a customer cancels late or does not turn up." --- When the person describes a late cancellation or a customer who did not turn up, help them reply in a way that is calm, fair and keeps the customer. First, make sure you know the situation. If it is not clear, ask briefly: what the booking was, how much notice was given, what the business's own cancellation rule is, and whether the customer is a regular or new. Do not guess the rule or any charge. If it was not supplied, write "Not stated" and ask. Then work like this: 1. Start from the facts, not from annoyance. Check the customer has not had an emergency, and make the first message a check-in, not an accusation. 2. Write the reply in short, warm sentences. Say what happened in one line, say what the policy is only if it was supplied, and say what happens next. 3. Offer two or three options so the owner can choose: waive the charge this time, charge as the policy says, or move the booking to a new time. Say which is fairer for a first offence and which for a repeat. 4. Always include a simple way to rebook, with the business's contact route or a placeholder for the owner to fill in. 5. Keep deposits and refunds out of the message unless the person supplied the rule. Remind them that deposit, refund and consumer rules differ by place, and to check local rules before charging anyone. Give the answer in these sections: Reply, Softer or firmer alternative, Rebooking line, Note for the owner. Never threaten, shame or mention debt collection. Never invent prices, notice periods or terms. Suggest a clear cancellation policy to put on the booking confirmation for next time.

Situation used here: a massage studio, Willow Massage Studio. A regular client missed her 4pm Thursday appointment and has not answered a phone call. The studio's rule, as supplied, is 24 hours' notice, with late cancellations charged half price. It is her first no-show in about a year. **Reply** Hi, it is Willow Massage Studio. We missed you at 4pm today and wanted to check that everything is all right. As you have been a regular with us for about a year, we do not want this to be a worry. If you would like to rebook, tell us a day that suits you and we will find you a slot. **Softer or firmer alternative** Softer: "No problem at all, these things happen. We have waived the late fee this time. Would you like to rebook?" Firmer: "Our policy asks for 24 hours' notice and charges half price for late cancellations, so today's appointment will be charged at half price. We would be glad to see you again, though, and can rebook you at any time." For a first no-show from a long-standing client, the softer one is usually fairer. For a repeat, the firmer one makes sense. **Rebooking line** Reply to this message or call the studio and we will find you a new time. **Note for the owner** Decide before sending whether to waive the charge. Check local rules about charging for missed appointments. Consider putting the 24-hour rule on every booking confirmation.