Canceling guest reservations

To cancel a guest reservation:

  1. Select Front Desk > Guest Stay.
  2. Select the reservation on the List View tab.
    • The property parameter APPLYCXLPOLICY must be selected.
    • The Cancellation Fee Policy must be defined on the Define Cancellation Fee Policy screen and applied on the Apply Booking Policy screen. See Defining booking policies and Applying booking policies
  3. Click cancel_iconicon to cancel the reservation. The Cancellation Reason screen is displayed.
  4. Specify this information:
    Cancellation Note
    The additional information related to the cancelled reservation. This text is displayed in the cancellation report.
    Cancellation Reason
    The purpose for the cancellation of the reservation.
    Cancellation Policy
    The description of the cancellation policy based on the calculation rule that is linked to the reservation at the time of booking.
    Cancellation Text
    The amount and information of the cancellation charge based on the applied calculation rule.
    Note: 
    • The calculation of the fee is based on the Calculation Method and Calculation Value fields of the defined cancellation policy.
    • The cancellation fee is displayed in the property currency when the amount is calculated using the guest currency.
    Override Policy
    Select this check box to save the cancellation information without applying a policy.
  5. Click Submit.
    Note: 
    • The possible scenarios in which the cancellation policy is applied:
      Scenario Description
      Cancellation Fee Policy
      • Post Cancellation Fee: The application applies the Cancellation Fee Transaction Code to the Guest Folio and posts the payment amount to the credit card specified in the reservation guarantee section.
      • No Fee: No fee is posted
      Advance Deposit Forfeit The advance deposit is fully forfeited based on the calculation rule. The application forfeits the deposit received the amount on the deposit screen.
      Full Refund The application posts a full refund on the deposit screen.
      Partial Refund The application forfeits the partial amount. Forfeit amount = Deposit Received – Refund Amount
    • When a credit card processor is used to charge the payment, a silent authorization is sent with a charge amount before the Sale transaction. This is not applicable for SERVBASE processors.