GuestCentric Support PageGuestCentric Support Page

menutoggle

How can I manage cancellations?

HOME > RESERVATIONS AREA > Until when can I cancel a booking?

  

ATTENTION:

According to our Terms & Conditions, reservations must be canceled by the Hotel until midnight on the third day following the scheduled date of arrival for the Internet User.

   

STEP 1: In order to cancel a booking you need to go to the RESERVATIONS tab and select the reservation you wish to edit.

To help you locate your reservation, please use the FILTER option. You can filter reservations by name, dates and reservation number.

  

STEP 2: Open the relevant reservation by double-clicking or by clicking OPEN button.

  

STEP 3: Click on CANCEL RESERVATION button.

   

STEP 4: After this action you will be receiving the following confirmation message: 

  

STEP 5: Specify the reason why you're cancelling the reservation, click Cancel reservation and  you will receive the relevant cancellation confirmation.

  

STEP 6: Your booking status will now be CANCELED and the relevant booking will now be displayed under the Cancelled Bookings list on the left navigation menu.

ATTENTION:

  • ALWAYS make sure you update your reservations status accordingly and bearing in mind our Terms & Conditions.

  • Please remember that reservations with NEW status, were already confirmed to your guest by the time the booking was created and therefore they will be considered as CONFIRMED RESERVATIONS.

Cancellation by Guest:

The GUEST will have the following Reasons available to chose: 

  1. Illness
  2. Flight cancelled
  3. Business trip cancelled
  4. Destination change
  5. Picked another hotel
  6. Found a better deal for the same hotel
  7. Other

  • When selecting OTHER with no content on the explanation box, a warning will request to specify the Reason: 

At the Hotel reservation list

  • The Reservation Status will display “Canceled by Guest”

  • When opening it to see details the Hotelier will be able to see the reason below the reservation status.

The Hotelier will have the following Reasons available to chose:

  1. Change of plans
  2. Invalid credit card
  3. No show -> only if 24h have passed since the check-in date
  4. Illness
  5. Flight cancelled
  6. Business trip cancelled
  7. Destination change
  8. Picked another hotel
  9. Found a better deal for the same hotel
  10. Other

  • If the Hotel selects the option OTHER, it can be sent empty and it won’t be sent empty on the Guest cancelling reservation email

When a reservation is canceled where can we see the reason?

The reason will be reflected on:

  • Email reservation cancelation sent to the Guest;
  • Email reservation cancelation sent to the Hotel;
  • Hotel Reservation details:
    • Below reservation status.
  • Export to Excel -> Status column
    • “ Canceled (reason)”

Cancel reservations from booking.com

  • If the hotel (support or non support user) cancel a reservation from Booking due to “No-show” option, the reservation will be cancelled on GuestCentric and on Booking side as well;
  • Availabilities are updated accordingly.

Rules:

  • The "No-show" option will be enabled if 24 hours have passed since check in date, up to 48 hours later, regarding reservations from Booking.
    • Note: If 48 hours have passed since check in date, this option will not be possible to use.
  • Reservations from other channels and directs will have the “No-show” option enabled also when 24 hours have passed since check in date and beyond. 
  • If we cancel on GuestCentric a multiple reservation from Booking, all  reservations will be canceled, as on Booking there is only one reservation.

If the reservation was canceled with success, Booking sends a success log:

If there are any errors, a message is shown with the text 'Error cancelling reservation. Please review the error in log history', and Booking sends a failure log:

More details about “Reporting Booking API” can be found on:

https://connect.booking.com/user_guide/site/en-US/user_guide.html?lang=en (click on reporting link)

Now the Non-support users will also be able to cancel reservations from channels and subchannels. 

  • Reminder from Help Guide: “According to our Terms & Conditions, reservations must be canceled by the Hotel until midnight on the third day following the scheduled date of arrivel for the Internet User”.

Workflow:

1 - Cancel a reservation; 

2 - Booking will send to Guestcentric a success log;

3 - Booking will cancel the reservation and will send to the Guest an email to inform that GuestCentric notified Booking that the Guest did not show up (they will ask to the Guest to confirm the information)

4 - GuestCentric will update the availabilities accordingly.

  • If there are any errors, a message is shown with the text 'Error cancelling reservation. Please review the error in log history' and nothing will happen to the reservation;

  • And Booking will send the failure log.