How do I cancel a reservation?
Short answer
Open the reservation and click Cancel, or use Cancel Reservation in the row menu of Search Reservation, then confirm.
Steps
- Open Reception > Search Reservation, find the booking (find).
- Open the row menu (Open Menu, the three dots) > Cancel Reservation, or open the folio and click Cancel in the header (only for status Confirmed or Unconfirmed, not checked in).
- Confirm Are you sure you want to cancel this Reservation?
- If you see This Booking/Reservation is NON-REFUNDABLE. Please make sure to post the payment. make sure the cancellation charge is posted.
- Refund any advance if needed (refund).
Check the result
Reservation cancelled. The status chip reads Cancelled; the info icon beside the guest name (Folio details) shows who cancelled. A Cancellation Report can be printed or e-mailed; a cancellation letter is sent if enabled in Folio Setting. The room is released.
Common problems
- Cancel is grey: you lack the privilege, or the guest is already checked in (use undo check-in first).
- Failed to cancel the reservation. Retry; contact support with the folio number.
- Cancelled by mistake: reactivate.
- Group members: cancel from the group screen (Reservation tab only).
- Messages: Reservation messages (files 07a-07k).