Cancellation of Reservation
Purpose: To outline the proper procedure for handling reservation cancellations to ensure accurate documentation, correct status updates, and appropriate communication with renters and affiliates.
Step 1: Determine the Reason for Cancellation
- When a renter contacts to cancel, politely ask for the reason.
- Document the reason in both TSD and the affiliate portal for tracking and reporting purposes.
Step 2: Locate and Update the Reservation
- Pull the reservation from the affiliate’s website.
- Update the reservation status to Unqualified (UQ).
- Leave detailed notes in both affiliate portal and TSD explaining the action taken.
Refer to the article titled “Reservation Status Guide for Affiliates” for statusing reference.
Step 3: Identify Reservation Type
A. Non-Prepaid Reservation
- Once marked UQ (Unqualified), the renter will not be charged a no-show fee.
- No further action is needed unless otherwise specified.
B. Prepaid Reservation
- After marking the reservation UQ, inform the renter that they must contact our Reservations Department to determine refund or future credit eligibility.
Approved Script for Communication:
“We have initiated the cancellation process on our end and added a note to your account.
To finalize the cancellation, please contact our Reservations Department at 1-877-535-7117.
You may also leave a voicemail with your details, and they will return your call to complete the process.
Alternatively, you can email help@nucarrentals.com. Sending an email will automatically generate a ticket with a case number, which you can reference for status updates within the same email thread.”
Step 4: Cancellations Through Wholesaler or Affiliate Partners
Step 4: Cancellations Through Wholesaler or Affiliate Partners
If the reservation was prepaid through a Wholesaler or Affiliate partner, advise the renter that refunds must be handled directly through the booking site, as payment was made to them and not NÜ Car Rentals.
After marking the reservation as UQ, leave detailed notes on both affiliate and TSD systems confirming that the renter was referred back to the booking partner.
Wholesaler / Affiliate Codes
| Partner Name | Code |
| CarTrawler | 30 |
| CarRentals.com | 34 |
| Expedia International Inclusive | 37 |
| Hotwire | 39 |
| Booking Group | 45 |
| Priceline | 57 |
| Rentalcars.com | 58 |
| BSP | 62 |
| DiscoverCars.com | 68 |
| Hopper | 70 |
| WiseCars | 72 |
| Carla | 74 |
| Carnect | 76 |
| CarRentals8 | 78 |
| Rentcars | 80 |
| CarJet/DYS | 82 |
Important Notes
- Always leave clear and timestamped notes in both systems (Affiliate + TSD).
- Never promise a refund directly for prepaid wholesaler bookings.
- Ensure all communication with renters is courteous and includes a clear next step.