HOMETOGO:
If a guest contacts you requesting a cancellation that was done via HomeToGo:
1. Please do not ask the guest to contact us to cancel a booking.
2. Instead, send us a screenshot with the e-mail communication where you confirm this cancellation to the guest. We need to see the customer's email and the booking ID. Alternatively, you can reply to the guest with the information above and simply include us in Cc: info@hometogo.co.uk
3. We will then "cancel" the booking in our system, by freeing up those dates for you. We will of course reply to you to let you know.
4. Any refunds need to be processed on your side.