1. Confirm whether the booking is cancelled, genuinely a no-show, or still expected to arrive.
2. Separate the fee decision from money collected, retained, or refunded.
3. Verify unused room nights in the PMS and Traveloka before adding inventory manually.
A Traveloka guest asks for a refund, reception removes the arrival, and finance assumes the money will be returned. None of those actions alone proves the other two are complete.
In TERA, Traveloka's accommodation-management platform, reconcile the reservation outcome with payment records and room availability. Start from the affected booking, not from a monthly bank deposit. The result should explain what happened to the stay, the money, and each unused night.
Establish What Actually Happened to the Stay
Find the Traveloka booking number in TERA and your Property Management System (PMS). Confirm the property, room or units booked, dates, and latest amendment. Keep the confirmation and applicable cancellation terms.
A guest's request to cancel or receive a refund is not evidence that the booking is already cancelled. Inspect the current reservation outcome and any approval or cancellation notice. A refund's approval and payment progress also need separate evidence.
For a possible no-show, check late-arrival messages, a changed arrival date, self-check-in evidence, and any check-in under another name. A hotel payment receipt or completed check-in record can disprove an incorrect absence report. Do not mark a guest absent merely because their expected arrival time has passed.
Check the affected rooms individually on a multi-room booking. If one party has arrived and another has cancelled, do not clear the entire reservation. For a shortened stay, retain the nights actually used.
Put the Event and the Remaining Work in Plain Words
Use a short record such as: “Cancellation confirmed for both unused nights; fee waived; Traveloka refund still pending; PMS room commitment released and channel availability awaiting verification.”
That is more useful than “cancelled, done.” It separates the completed decision from the remaining financial and inventory work.
If the PMS still shows an arrival after TERA confirms cancellation, compare the booking number before making a manual change. In Smart Order's front desk reservation workspace, staff can review the received channel booking and its current hotel record. Reconcile the actual outcome there so the next shift does not check in, charge, or release rooms against an outdated arrival.
Keep Cancelled Arrivals From Becoming New Mistakes
Review the channel reservation and hotel record together so staff can see which stay outcome is confirmed and which payment or room check remains open.
Compare TERA Traveloka Status With the PMS Record
Use the reservation-management controls available to the property. TERA labels and available actions vary by account and payment arrangement; do not assume a cancellation and a no-show use the same action.
- Open the exact booking and review its current status, amendments, and booked cancellation or no-show policy.
- Confirm the operational outcome with the duty manager, including affected rooms and remaining nights.
- Submit any required channel action through the supported workflow. Retain its confirmation, not just the selected option or a drafted message.
- Reopen the booking and compare it with the PMS. If the update has not appeared, retrieve or refresh it through the normal connection process.
- Where an authorized manual correction is necessary, record why it was made and check what it did to availability. Keep the original reservation history.
If an action is unavailable or the result remains unclear, ask Traveloka to confirm the status of that booking. Include the number, stay dates, affected room, requested outcome, and evidence of approval or absence. Do not delete and re-create the booking to make it disappear from arrivals.
Resolve the Fee Without Refunding or Charging Twice
Read the terms attached to the booked offer. A free-cancellation window, a late-cancellation fee, and a no-show fee can lead to different amounts. Use the relevant deadline and time zone, not today's public policy.
Record the fee decision first: no fee due, a specified amount retained, or an approved full or partial waiver. Then identify who collected the original payment and who is responsible for the next transaction.
For a Traveloka-collected payment, follow the booking's refund and hotel-payment instructions. Do not issue another hotel refund simply because the guest says Traveloka's refund is pending. For money the hotel actually collected, check its original transaction and any previous refund before taking action.
A no-show fee being due does not prove a card charge succeeded. Likewise, a refund approval does not prove the guest's account has been credited. Compare the available transaction result and payment reference with the hotel payment record.
For example, suppose an approved outcome retains USD 80 from a USD 240 prepaid stay, with no other adjustments. The guest refund would be USD 160 under those assumptions. That calculation does not establish the hotel's final Traveloka remittance: the property's payment arrangement and any applicable deductions still require their own record.
Do not refund USD 240 and also record a USD 80 retained fee without explaining how the fee will be collected. Keep the approved outcome, the actual refund, and any remaining amount due distinct.
Check Room Nights Independently of the Money
Once the booking outcome permits release, inspect the room commitment date by date. A fee retained for a no-show is not a reason to mark an unused room as occupied. Conversely, a refund still in progress need not be the reason an otherwise released future night remains blocked.
For a three-night stay that never begins, confirm the approved handling of all remaining nights. Yesterday's unsold room cannot be recovered by increasing tomorrow's availability. An agreed late arrival may still require the room, so resolve that before resale.
Check the PMS count before adding inventory. If the cancellation update already returned one room, a second manual increase can create an extra room for sale. Also check maintenance blocks and other bookings; releasing one reservation does not guarantee the room is sellable.
Where the PMS controls Traveloka distribution, inspect the resulting update through the hotel channel manager, then verify the affected Traveloka room and dates. Preserve deliberate closures or restrictions. A general property search cannot prove this specific room-night commitment was handled correctly.
Close the exception only when the booking outcome agrees across records, the fee and refund position is explainable, and the correct nights are released or deliberately held. A later settlement adjustment may remain open, but it should have a booking reference, an owner, and a review date rather than being hidden inside room revenue.
