Cancel Guest Reservation with Advance Deposit (Cloud)
When a reservation is canceled, whether by the guest or property, the system needs to follow your cancellation policy and deposit rules. If the cancellation is outside the allowed policy period, the system will prompt you to confirm and to provide a reason. If there’s an advance deposit on file, you’ll need to decide how much portion should be forfeited versus refunded. This article walks you through the cancellation process, including how to adjust the split before finalizing,
Path: Front Office > Reservations > Search and Open the Reservation
Instructions
1. In the reservation window, open the Toolbox panel on the right and click Cancel.
2. If the cancellation is outside the allowed policy period, the system will prompt you to confirm. Click Yes to continue and enter the cancellation reason when prompted.
3. If an advance deposit exists, the system will display the Forfeit Amount and Refund Amount based on your property’s financial settings. You may adjust these values as long as the total deposit balance does not go below $0.
- To issue a refund, enter the refund amount and select the same payment method as the original deposit (e.g., Visa, MasterCard, Amex).
- If no refund will be given, set the refund amount to $0 and choose Cash as the method.
When finished, click Post to finalize the cancellation and deposit handling.
4. In the cancellation window, type a clear reason for the cancellation (for example: “Guest cancelled after policy period” or “Reservation booked in error”).
5. The system will now update the reservation status to Cancelled. The cancellation number will remain the same as the original confirmation number.
6. To verify how the deposit was handled, open the Deposit Details panel. Here you can confirm the amounts that were forfeited and/or refunded.
7. To send a cancellation confirmation to the guest, go to the Toolbox panel and click Confirm Letter. If an email address is on file, the letter will be sent automatically; otherwise, it can be printed.
If the reservation has a custom confirmation letter attached, you must remove it before selecting the cancellation letter.
Reservations must be cancelled individually; bulk cancellation is not available.
Still Need Help With This Topic?
Ask Yourself:
- Is the cancellation being done inside or outside the allowable cancellation period?
- Is there an advance deposit on the reservation?
- How much of the deposit by default will be forfeited vs refunded (check property settings)?
- Do you have the correct refund method ready (credit card, etc.)?
Support May Ask You:
- What is the reservation number/guest name?
- What date is the arrival?
- What is the property’s forfeit/refund default setting?
- What were your inputs for refund vs forfeit amounts?
- Did you get any prompts or warnings when cancelling?