5 steps

Cancel or Delete Bookings

Learn how to cancel bookings, process refunds, manage cancellation policies, and handle guest communication.

Open Booking & Locate Cancel Option

1. Click on the booking to open its details panel 2. Scroll to the bottom of the panel 3. Look for the 'CANCEL BOOKING' or 'DELETE BOOKING' button (red button) 4. This button appears only for bookings that can be cancelled 5. Some completed or very old bookings may not be cancellable 6. Alternatively, right-click on a booking in calendar view and select 'Cancel Booking'

Select Cancellation Reason

1. Click the Cancel button 2. A dialog appears asking for REASON FOR CANCELLATION 3. Select from predefined reasons: - Guest Requested: Guest initiated the cancellation - No Show: Guest didn't arrive - Property Maintenance: Unit needs maintenance - Overbooking: Accidental double-booking - Force Majeure: Unforeseen circumstances (emergency, disaster, etc.) - Other: Custom reason 4. If 'Other' is selected, you can type a custom explanation 5. Adding a reason helps with record-keeping and analytics

Review Refund Amount

1. The system calculates the refund based on: - Cancellation policy set in your settings - Time remaining until check-in - Payment method used 2. A breakdown shows: - Original amount paid - Refund amount - Cancellation fees (if applicable) - Non-refundable portion (if applicable) 3. Common refund policies: - FULL REFUND: 100% refund to guest - PARTIAL REFUND: % refund based on timing - NO REFUND: No refund issued - CUSTOM: Based on your configured policy 4. Review the refund calculation 5. If the calculation is incorrect, you can manually override it

Confirm Cancellation & Process Refund

1. The cancellation confirmation shows: - Booking ID - Guest name - Original dates - Refund amount - Processing method 2. Confirm the cancellation by clicking 'CONFIRM CANCELLATION' 3. System processes refund based on original payment method: - CREDIT CARD: Refund issued to original card (1-7 business days) - BANK TRANSFER: Refund sent to provided bank account - CASH: Mark as refunded (manual payment to guest) - ONLINE PAYMENT: Refund processed through payment gateway 4. For cash payments, a reminder helps you track manual refund 5. You can add a note about the refund process 6. Click 'PROCESS CANCELLATION' 7. Booking status changes to 'Cancelled' 8. The unit becomes available for new bookings

Notify Guest of Cancellation

After cancellation is processed: 1. An automated email is sent to guest (if configured): - Cancellation confirmation - Refund amount - Refund timeline - Your contact information for questions 2. Email includes: - Booking ID - Reason for cancellation (if applicable) - Refund instructions - How long refund will take 3. You can resend cancellation email anytime: - Open the cancelled booking - Click 'Resend Cancellation Email' - Guest receives the email again 4. For offline communication: - Send cancellation message via phone/SMS - Send message via WhatsApp/Messenger - Meet with guest in person - Document all communication 5. Keep the cancelled booking record for: - Tax records - Analytics - Customer communication history - Refund tracking