Cancel a Guest Reservation (Cloud) đŸŽ„

Cancel a Guest Reservation (Cloud) đŸŽ„

đŸŽ„ Watch Video
You may cancel a guest reservation at any time. If you cancel after your property’s cancellation-policy window, you’ll be prompted to confirm the cancellation and to provide a reason. Capturing the cancellation reason helps improve customer experience and pricing strategy. This article explains how to cancel a reservation when no advance deposit is involved, what prompts you may see, and what steps follow the cancellation.
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. In the cancellation window, type a clear reason for the cancellation (for example: “Guest cancelled after policy period” or “Reservation booked in error”).



4. The system will now update the reservation status to Cancelled. The cancellation number will remain the same as the original confirmation number.



5. 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.
Notes
If the reservation has a custom confirmation letter attached, you must remove it before selecting the cancellation letter.

Info
Reservations must be cancelled individually; bulk cancellation is not available.

Still Need Help With This Topic?

Ask Yourself:
- Do you have the correct reservation open for cancellation?
- Is the reservation past the cancellation policy period?
- Do you have the reason for cancellation ready?
- Is the guest’s contact info (email) on file to send the cancellation confirmation?

Support May Ask You:
- What is the reservation number/guest name?
- Were you outside your cancel‐policy window when you cancelled?
- What reason did you enter for canceling?
- Did you try sending the confirmation letter? Was there an email address available?

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