How to cancel group reservation

Hotel reservations are commonly made with the plan to stay, but there are instances when changes occur and cancellations are required. It's essential to understand that hotels may enforce policies that permit them to charge a cancellation fee if a reservation is canceled within a certain timeframe. 

Setting up the cancellation process

To cancel a reservation, you need to make a preliminary system setting - set up 'Cancel Reasons' - more details in this article.

Cancel group reservation

Any group reservations can be canceled only in 'Draft' or 'Confirmed' (before or after split) - in other statuses, the 'Cancel' button will be hidden. To cancel a group reservation, please do the following:

1. open the necessary group reservation;
2. click the 'Cancel' button;
3. in a new pop-up window select one of the available cancel reasons, add a comment (optional), and click 'Apply';
4. the next step is to select the cancellation charge option:

• Charge Full Amount of Reservation - the system will create an invoice for the full amount (room + arrangement) for the entire reservation period for all available guest reservations;
  
• Charge One Night of Reservation - the system will create an invoice for the full amount (room + arrangement) for the first night of stay for all guest reservations;
  
• Amount (fixed amount) - after selecting this option, the desired amount should be entered in the 'Amount to Charge' field as a cancellation fee;

The value in the field must be greater than zero but less than the total amount of the reservation.


• Amount (percentage) - after selecting this option, the desired percentage value should be entered in the 'Amount to Charge' field as a cancellation fee;

The value in the field must in the range from 0.01% to 100%.


• No Charge - the reservation will be canceled without any cancellation fee.

      5. after selecting the cancellation charge option, this reservation will be canceled, and, depending on the cancellation option, an invoice will be created for the corresponding amount. All invoices for a certain reservation can be found in a smart-button 'Invoices' in the top right corner of the reservation page.

Cancel guest reservation that is a part of a group

Any guest reservation that is part of a group can be canceled only in 'Draft' or 'Confirmed' - in other statuses, the 'Cancel' button will be hidden. To cancel a guest reservation, the process is the same as for the group - click 'Cancel' in the specific guest reservation, select cancel reason, and apply the cancellation charge (if needed). 

Once a guest reservation is canceled, the system deletes the room line and all relevant items from the group page overview.

'Reset to Confirmed' canceled group reservation

If for some reason the group reservation was canceled, the user has the opportunity to restore this reservation - on the page of this reservation, the 'Reset to Confirmed' button will be available. After pressing this button, the status of the group reservation and all related guest reservations will be changed to 'Confirmed', and the cancellation invoice (if not already paid) will be canceled.