Confirmation & Cancellation Events

Overview

The confirmation page (Booking Step 3) is the most critical tracking point, capturing successful reservations and cancellations. This data is essential for conversion tracking, revenue reporting, and customer insights.

Event: init (Confirmation)

Fires when a booking is successfully completed.

Trigger Condition

User completes a reservation and reaches the confirmation page

Data Layer Structure

The confirmation event includes all booking details plus customer information:

Reservation Info
Booking Details

Parameter	Type	Description
`step`	String	Always `"CONFIRMATION"`
`reservationCode`	String	Unique booking reference
`reservationDate`	String	Booking creation date (dd/mm/yyyy)
`name`	String	Guest first name
`surname`	String	Guest last name
`email`	String	Guest email address
`emailSHA256`	String	SHA-256 hashed email for privacy
`state_province`	String	Guest state/province
`city`	String	Guest city

All parameters from the client form event, plus:

Complete pricing breakdown
Room and extras details
Occupancy information
Hotel and device data
Important: Use userCurrency (not currency) for tracking

Privacy Note: The confirmation event includes personal information. Ensure your GTM implementation complies with GDPR and other privacy regulations.

Complete Example

{
  "step": "CONFIRMATION",
  "home": "www.hotelname.com",
  "hotelId": 10030559,
  "chainId": null,
  "hotelName": "Hotel Name",
  "device": "DESKTOP_TABLET",
  "language": "en",
  "checkin": "16/03/2024",
  "checkout": "19/03/2024",
  "nights": 3,
  "country": "US",
  "coupon": "",
  "currency": "EUR",
  "totalPrice": 318.4,  // Deprecated - use totalPriceWithTaxesWithExtras
  "totalPriceWithTaxesWithExtras": 318.4,
  "totalPriceWithTaxesWithoutExtras": 297,
  "totalPriceWithoutTaxesWithExtras": 289.45,
  "totalPriceWithoutTaxesWithoutExtras": 270,
  "totalExtrasWithTaxes": 21.4,
  "totalExtrasWithoutTaxes": 19.45,
  "totalExtrasTaxes": 1.95,
  "totalTaxes": 28.95,
  "numRooms": 1,
  "numAdults": 2,
  "numChildren": 0,
  "numBabies": 0,
  "name": "John",
  "surname": "Smith",
  "state_province": "California",
  "cityZone": "",
  "city": "Los Angeles",
  "email": "john.smith@example.com",
  "emailSHA256": "2308b48d90cd75da721cc12ae0eb06ca6a050ece28e9f06820c6586e7c097976",
  "reservationCode": "200312-99907",
  "reservationDate": "12/03/2024",
  "products": {
    "rooms": [{
      "roomName": "Double Room",
      "rateName": "Standard Rate",
      "rateId": "6359|28970b0|0",
      "boardName": "Room Only",
      "priceWithoutTaxes": 270,
      "priceWithTaxes": 297,
      "unitaryPriceWithoutTaxes": 90,
      "numRooms": 1,
      "occupation": {
        "numAdults": 2,
        "numChildren": 0,
        "numBabies": 0
      }
    }],
    "extras": [{
      "extraId": 840,
      "extraName": "Champagne Bottle",
      "amount": 1,
      "nightsToApply": 1,
      "totalPriceWithTaxes": 21.40,
      "totalPriceWithoutTaxes": 19.45,
      "unitaryPriceWithTaxes": 21.40,
      "unitaryPriceWithoutTaxes": 19.45
    }]
  }
}

Event: mirai.cancellation

Triggered when a guest cancels their reservation.

The event name mirai.cancellation is part of the technical implementation and must be used exactly as shown in your GTM triggers.

Trigger Condition

Guest accesses booking management and cancels their reservation

Data Layer Parameters

Parameter	Type	Description
`step`	String	Always `"CANCELLATION"`
`home`	String	Host domain
`hotelId`	Number	Hotel identifier
`chainId`	Number	Chain identifier
`hotelName`	String	Hotel name
`device`	String	Device type used for cancellation
`language`	String	Interface language
`checkin`	String	Original check-in date
`checkout`	String	Original check-out date
`nights`	Number	Number of nights
`reservationCode`	String	Booking reference
`reservationDate`	String	Original booking date
`cancelDate`	String	Cancellation date
`cancelReason`	String	Reason code (see below)
`cancelComments`	String	Additional comments

Cancellation Reason Codes

Code	Description
`1`	Not traveling
`2`	Booking another hotel
`3`	Found lower price
`4`	Reservation change needed
`5`	Other reasons

Example Data Layer

{
  "step": "CANCELLATION",
  "home": "www.hotelname.com",
  "hotelId": 10030559,
  "chainId": null,
  "hotelName": "Hotel Name",
  "device": "DESKTOP_TABLET",
  "language": "en",
  "checkin": "16/03/2024",
  "checkout": "19/03/2024",
  "nights": 3,
  "reservationCode": "200305-63571",
  "reservationDate": "15/06/2024",
  "cancelDate": "11/07/2024",
  "cancelReason": "3",  // Found lower price
  "cancelComments": "Found better rate on another website"
}

Conversion Tracking Setup

Google Ads Conversion

// Trigger: Custom Event = init (on CONFIRMATION step)
gtag('event', 'conversion', {
  'send_to': 'AW-XXXXXXXXX/YYYYYYYYY',
  'value': {{totalPriceWithTaxesWithExtras}},
  'currency': {{userCurrency}},  // Use transaction currency
  'transaction_id': {{reservationCode}}
});

GA4 E-commerce Purchase

dataLayer.push({
  'event': 'purchase',
  'ecommerce': {
    'transaction_id': reservationCode,
    'value': totalPriceWithTaxesWithExtras,
    'tax': totalTaxes,
    'currency': userCurrency,  // Use transaction currency
    'items': products.rooms.map(room => ({
      'item_id': room.rateId,
      'item_name': room.roomName,
      'item_category': room.rateName,
      'item_variant': room.boardName,
      'price': room.unitaryPriceWithoutTaxes,
      'quantity': room.numRooms
    }))
  }
});

Facebook Pixel

fbq('track', 'Purchase', {
  value: totalPriceWithTaxesWithExtras,
  currency: userCurrency,  // Use transaction currency
  content_ids: [reservationCode],
  content_type: 'hotel_booking',
  num_items: numRooms,
  checkin_date: checkin,
  checkout_date: checkout
});

Advanced Analytics

Booking Window Analysis

Calculate days between reservationDate and checkin to understand booking patterns

Cancellation Rate

Track mirai.cancellation events against confirmations for cancellation insights

Revenue Per Guest

Divide totalPriceWithTaxesWithExtras by total occupancy (adults + children)

Lead Time Tracking

Monitor how far in advance guests book for demand forecasting

Best Practices

Deduplication

Use reservationCode as a unique transaction ID to prevent duplicate conversion tracking

Enhanced Conversions

Utilize emailSHA256 for Google Ads enhanced conversions while maintaining privacy

Revenue Attribution

Track both totalPriceWithTaxesWithExtras (for revenue) and totalPriceWithoutTaxesWithoutExtras (for net revenue)

Cancellation Insights

Analyze cancelReason codes to identify improvement opportunities

Important: The totalPrice field is deprecated. Always use totalPriceWithTaxesWithExtras for accurate revenue tracking.

Getting Started

Components

Booking Process

AI Integration

GTM Integration

Confirmation & Cancellation Events

Overview

Event: init (Confirmation)

Trigger Condition

Data Layer Structure

Complete Example

Event: mirai.cancellation

Trigger Condition

Data Layer Parameters

Cancellation Reason Codes

Example Data Layer

Conversion Tracking Setup

Advanced Analytics

Booking Window Analysis

Cancellation Rate

Revenue Per Guest

Lead Time Tracking

Best Practices

​Overview

​Event: init (Confirmation)

​Trigger Condition

​Data Layer Structure

​Complete Example

​Event: mirai.cancellation

​Trigger Condition

​Data Layer Parameters

​Cancellation Reason Codes

​Example Data Layer

​Conversion Tracking Setup

​Advanced Analytics

Booking Window Analysis

Cancellation Rate

Revenue Per Guest

Lead Time Tracking

​Best Practices

Overview

Event: init (Confirmation)

Trigger Condition

Data Layer Structure

Complete Example

Event: mirai.cancellation

Trigger Condition

Data Layer Parameters

Cancellation Reason Codes

Example Data Layer

Conversion Tracking Setup

Advanced Analytics

Best Practices