Cancel a Guest Reservation w/ an Advance Deposit (Cloud)
Reservations can be canceled at any time. However, if you attempt to cancel after the cancellation policy period has passed, the system will prompt you to confirm the cancellation. You will also need to provide a reason for the cancellation. Understanding the reason behind a cancellation can provide valuable insights for marketing and pricing strategies (e.g., did the client find a cheaper option, experience a flight cancellation, or have a personal emergency?).
If the reservation had an advance deposit, the system will ask how you wish to handle it. By default, it will show the portion to be forfeited and the portion to be refunded according to the financial settings in the property parameters. This allocation can be adjusted before finalizing the cancellation.
Path: Front Office > Reservations > Search and Open the Reservation
1. Select Cancel in the Toolbox on the right.
2. If the reservation is outside the cancellation period, you will need to confirm your selection.
3. Since there is an advance deposit on the reservation, you will need to decide how to handle it. The split between the forfeited amount and the refunded amount is based on the default settings in your property parameters (which management can modify). Adjusting the forfeited amount will automatically change the refunded amount. You can set one of the amounts to $0, indicating either a full forfeiture or a full refund. Click "Post" once you have selected the Refund or Forfeit type.
- If you choose to issue a refund, the next step is to select the refund method. If you select "Credit Card," the dropdown will allow you to choose the type of credit card. If a credit card is already on file for the reservation, it will be displayed in the credit card refund window.
- If no refund is issued and the amount is $0, select "Cash" as the refund method.
4. Enter the reason for the cancellation.
5. The reservation is now cancelled.
Visual Matrix does not generate a different number for the cancellation. The Cancellation number is the same as the Confirmation.
6. To review the status of the advance deposit, go to the right side and click on "Deposit Details."
7. To send a cancellation confirmation to the client, select "Confirm Letter" from the Toolbox on the right.
There isn't an option to cancel multiple reservations simultaneously.
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What is the confirmation number?
What is the status of the reservation? checked in? canceled? pending arrival?
What is the issue? (in detail if you can)
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Providing responses to the following questions in your ticket could expedite your resolution.
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