This is a significant operational gap that should not exist in a PMS, to say the very least. And seeing that this initial posting was created in the beginning of 2024 and has still not been rectified is quite alarming.

Expecting staff to manually run a cancellation report every single day to identify these reservations is not a realistic or sustainable process. These refunds are time-sensitive, and relying on manual reporting has already resulted in costly oversights.

This functionality should either be automated by issuing the required refund when a qualifying cancellation occurs, or, at the very least, generate an immediate notification—such as an email to the Front Desk or administrative team—so the cancellation can be reviewed and the refund processed without delay.

I strongly support this request. Since our migration to Mews, we've discovered that cancellations can occur through multiple channels (OTAs, the guest portal, and staff) without generating any proactive notification to the Front Desk. As a result, refunds and cancellation fees can easily be missed unless someone manually audits the cancellation report throughout the day.

This has already resulted in thousands of dollars in delayed refunds, accounting discrepancies, and significant manual work for our Front Desk, Management, and Accounting teams.

The ideal solution would be for Mews to automatically process refunds for reservations canceled outside the cancellation penalty window and automatically apply the appropriate cancellation fee for reservations canceled within the penalty period, based on the property's configured cancellation policy.

At the very least, Mews should send an immediate email notification or automatically create a Front Desk task whenever a reservation is canceled, regardless of whether the cancellation originated through an OTA, the guest portal, or a staff member. This would prevent missed refunds, ensure policies are applied consistently, and eliminate the need for constant manual monitoring.

Since migrating to Mews four weeks ago, we've missed out on thousands of dollars in required deposit refunds tied to reservations canceled within the cancellation window, simply because we weren't notified the cancellations had occurred. Manually running a daily cancellation report to catch these is not a sustainable use of staff time. This process should either be automated as an auto-refund, or at minimum trigger an alert, such as an email to the Front Desk or office, flagging the cancellation so it can be handled promptly.

If it cannot be automated, perhaps it could create a task for a front desk agent to review and proceed to the refund. Unless an employee is actively searching for the cancelled reservation, things will be missed and clients will be upset

It is _very_ frustrating to have to manually repay whenever a customer cancels within the cancellation period. I strongly want this to be fixed – and also to make sure that we don't need to have to top up our MEWS stripe balance. Feels very arbitrary that we have to manually use a typeform to request a topup payment – as opposed to just making a rule that says that a specified amount should always be present as a chargeback balance.