In this Article we will show how to Cancel an existing reservation.
Note: reservations created via GDS / third party channels (eg. Expedia, Booking.com, Siteminder) should be modified or canceled through the original channel. Canceling it directly may cause errors in any further updates, or commission to be paid.
First locate the reservation you wish to be canceled using Advance Search (F3). Ensure the black arrow is pointed at the correct reservation. Once the reservation has been located, click Cancel located at the top of the screen.
Use the Reason drop down menu to select the reason this reservation is being cancelled (Note: the list of reasons are customizable, and can be edited by going to System Configuration > Property > Reasons tab > Cancel/Checkout Reasons)
There are two possible options when cancelling a reservation:
- Cancel Res – this will cancel the reservation without penalty
- Cancel & Charge – this will cancel the reservation, and based on the property's Cancellation Policy, a penalty will apply. This penalty will be based either on a specific number of nights, a percentage of the guests stay or a fixed amount. For more information on cancellation policies, please see the article How to Create a (Cancellation) Policy in the System Configuration Manual.
NOTE: Assuming a Cancellation Policy is set in place for the PMS, when cancelling the reservation outside of the cancellation period, typically the Cancel & Charge button will be grayed out, as there is no penalty to be charged (See below).
Cancel Reservation (without penalty)
When selecting Cancel Res, a message box will appear confirming if the Cancellation Confirmation should be printed. Select either Yes or No.
TIP: If Yes was selected to print the Cancellation Confirmation, upon exiting out of the confirmation, if the guest has an email address on their profile (and the PMS is setup to send email confirmations), an option to email the Cancellation Confirmation to the guest will display. Select Yes or No.
The reservation will now be cancelled, and appear on the Cancelled screen of the PMS.
Cancel & Charge Reservation (enforcing penalty)
When a reservation is being cancelled within the Cancellation Period, as long a s Cancellation Policy is configured in the PMS, it will automatically calculate the penalty to charge, and will show up in the Post Charge window.
- Select a Reason for the reservation cancellation
- Click Cancel & Charge
The Payments box will appear. Confirm the method of payment and the Amount being charged and then click OK/Exit below.
A message box will appear confirming if the Cancellation Confirmation should be printed. Select either Yes or No.
TIP: If Yes was selected to print the Cancellation Confirmation, upon exiting out of the confirmation, if the guest has an email address on their profile (and the PMS is setup to send email confirmations), an option to email the Cancellation Confirmation to the guest will display. Select Yes or No.
The reservation will now be cancelled, and appear on the Cancelled screen of the PMS. When looking at the Folio tab for this reservation, it will show the Cancellation Fee that was charged, as well as the corresponding payment. The Folio should be at a zero balance.
