If your property uses the Best Western or SynXis channel manager, first remove any non–picked-up allocations from the block, then click Save Allocations before leaving.
Cancel a Group Block (Cloud) 🎥
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When you cancel a group block, VM prompts you to review any picked-up reservations and choose which to cancel. If a reservation has a deposit, you’ll be asked to refund or forfeit as part of the flow. Cancellations are final.
Path: Front Office > Group > Search and open the group.
If you are connected to the Best Western or SynXis Channel Managers, cancel any remaining non-picked-up allocations before canceling the block.
Instructions
Pre-Step — For Best Western and SynXis Channel Manager Users (mandatory)
Not sure how many allocations to remove?
Use Show Pickups → Remaining as your guide. For each room type and date, subtract the Remaining value from the Allocation shown in Room Allocations.
Formula: New Allocation = Allocation − Remaining (so it matches Pick Up).
Example (from the screenshot): KSK on 08/31 shows Allocation 8, Pick Up 5, Remaining 3 → reduce the allocation by 3 (set it to 5).
When all Remaining values are 0, no further reductions are needed. Click Save Allocations.
Formula: New Allocation = Allocation − Remaining (so it matches Pick Up).
Example (from the screenshot): KSK on 08/31 shows Allocation 8, Pick Up 5, Remaining 3 → reduce the allocation by 3 (set it to 5).
When all Remaining values are 0, no further reductions are needed. Click Save Allocations.
1. In the group window, click Cancel Group in the right-side toolbox.
2. Click OK to confirm; this cancels the group block in Visual Matrix.
3. In the list of picked-up reservations, choose which rooms to cancel (select all to cancel every picked-up reservation). Click OK.
If no rooms are picked up, the selection window will still open but will be empty—just click OK to continue canceling the block.
4. To cancel the group itself, repeat the Cancel action from the toolbox.
A canceled group cannot be reactivated.
5. Click OK to cancel the allocation—this completes the group cancellation.
A canceled group cannot be reactivated.
6. If the group has a deposit posted, VM will prompt you to choose whether to refund or forfeit the amount.
Still Need Help With This Topic?
Ask Yourself:
- Did I first cancel the picked-up reservations before canceling the group?
- Do I need to refund a group advance deposit before completing cancellation?
- Am I sure I want to proceed? A canceled group cannot be reactivated.
- Did I open the correct Group ID and verify dates and balances?
Support May Ask You:
- What is the Group ID, and which reservations did you cancel?
- Did you see any errors when confirming cancellation?
- Did the group have deposits or folio balances? If so, how were they handled?
- Were you trying to release allocations instead (i.e., wash/reinstate) rather than cancel the group?
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