The WithLocals app had three problems. I am describing one of these issues and its solutions.

Problem

Guests were unhappy with the hosts canceling their tours abruptly a few minutes before the scheduled time, and it ruined their travel plans.

They received poorly-written automated email from the travel company and unprofessional and unclear communication from the host without any valid reason for cancelling the tours. They also do not get clarity on when they can expect the refund amount.

Goals

Make the communication clear and professional from the host and the travel company. The tour should get cancelled only when a host provides a valid reason and completes the cancellation call. The cancellation call should get initiated automatically immediately after the host cancels a tour from the mobile app.

Solutions

The button to cancel the tour should be disabled for the host 48 hours before a scheduled tour. Make a strict rule that a host should not be able to cancel a tour within 48 hours of a scheduled tour. The app blacklists a host and hides the profile of a host if a host cancels two consecutive tours without a valid reason, and it also sends a warning and confirmation message after blacklisting a host.