This guide walks you through the steps to cancel or reject a booking, giving you full control when plans change or a request canāt be accepted.
See our video on how to cancel a booking.
Watch our video
Booking cancellations can happen for various reasons, whether you initiated it or by your customer.
This guide provides practical steps and tips for handling cancellations from both perspectives.
Cancel or reject a booking from the venue's perspective
You may cancel a booking due to unforeseen operational issues, safety concerns, non-compliance with terms, external emergencies, or legal restrictions. Such cancellations are typically guided by policies to ensure fairness and protect all parties involved.
Cancel a booking which is not yet confirmed
š¤Tip: To find cancelled bookings you can use the enquiry report.
To cancel a booking that was not yet confirmed, so it's in progress status, follow the steps below:
Find the booking and click Reject.
Click Save.
Cancel a booking that is confirmed
š¤Tip: If you cancel a booking that includes a payment, the customer will not be refunded automatically; youāll need to process the refund manually.
If a booking is already confirmed, follow the steps below:
Find the booking and click Reopen.
Click Reject.
Click Save.
šNote: Itās also possible to reject multiple bookings at once by selecting them and then click reject.
Cancel or reject a booking from the client's perspective
šNote: You can disable the customer cancel button if needed.
A client may cancel a booking due to personal emergencies, schedule changes, dissatisfaction with terms, or unforeseen circumstances. Clear cancellation policies help manage such situations fairly for both parties.
When a client makes an enquiry or a booking, they receive a confirmation email where they can cancel the booking for various reasons and will receive a cancellation email confirmation.
To see which customers cancelled a booking, follow the steps below:
Click Enquiries.
Click Customer cancelled on the notification centre.