Within our booking system, you can fully cancel a reservation. Depending on your settings, cancellation fees can be calculated automatically and certain surcharges can remain active. Before cancelling a reservation, it is important to verify that your cancellation policy has been configured correctly.
1. Configure a cancellation policy
To calculate cancellation fees automatically, a cancellation policy must be configured. This can be done through a general cancellation policy or a cancellation policy at accommodation level.
Want to learn how to configure a cancellation policy?
Please refer to the Cancellation policy article in the knowledge base.
2. Retain surcharges when cancelling a reservation
If you want additional surcharges (such as booking fees) to remain active after a cancellation, configure this as follows:
Click Edit next to the desired surcharge.
Open the Others tab.
Enable 'Keep this fee enabled when canceling a reservation'.
Save your changes.
The surcharge will now remain active when a reservation is cancelled.
3. Cancel a reservation
To cancel a reservation:
Open the reservation you want to cancel.
Click Cancel in the top bar or at the bottom of the reservation card.
Choose how you want to cancel the reservation:
With cancellation fees
Without cancellation fees
With a voucher
Choose whether to cancel the reservation without sending an email or send a cancellation email directly to the guest and, if applicable, the owner.
Automatic calculation
When selecting With cancellation fees, the fees are calculated automatically based on the configured cancellation policy.
Manually adjust cancellation fees
Have you made a different agreement with the guest? In that case, you can adjust the cancellation fees manually:
Hover over the cancellation fee line.
Click the pencil icon that appears.
Adjust the percentage or amount.
Disable 'Apply percentage to the rental amount' to enter a fixed amount.
4. Cancelling reservations with cancellation insurance
Do you offer cancellation insurance and has the guest added it to the reservation? In that case, you will only see the Cancel reservation option.
Once the reservation has been cancelled, it will automatically appear in the cancellation insurance report. This report can be used to submit the cancellation to the insurance provider.