Cancellation and refund

1Step 1 of 13

1. From the booking, the guest opens Request a cancellation.
2. The page shows the policy that applies to this stay; the guest gives a reason and accepts.

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2Step 2 of 13

1. The request is pending and the booking stays confirmed until staff decide.

Every cancellation by a guest goes through staff, so that no room is released by mistake.

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3Step 3 of 13

1. The manager finds every pending request in Guest requests.
2. A request made after the free-cancellation deadline is marked as such.

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4Step 4 of 13

1. Open the request, approve or reject it and give the reason the guest will read.
2. After the deadline, waiving the fee needs a tick of its own.

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5Step 5 of 13

1. The booking is cancelled and its room goes back on sale.

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6Step 6 of 13

1. The decision and the reason appear on the guest's booking.
2. A rejected request says what to do instead, such as changing the dates.

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7Step 7 of 13

1. A change of room type, departure or guests is made with Amend stay on the booking.
2. The reason is required and stays with the booking.

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8Step 8 of 13

1. The review lists each night: nights already booked keep their price, new nights take the current rate.
2. Confirm to save the stay and update the folio.

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9Step 9 of 13

1. Staff can cancel from the booking, with a reason.
2. When the guest paid online, a refund request is created by itself.

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10Step 10 of 13

1. The request appears on the folio's financial desk with its reference and amount.

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11Step 11 of 13

1. Check the amount, keep it going back to the guest's original payment and give the reason.

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12Step 12 of 13

1. The last step sends the amount through the provider that took the payment.
2. Approving and sending are separate, so a refund is always looked at twice.

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13Step 13 of 13

1. The provider confirms the refund, the request is completed and the folio shows the refund.
2. The balance of the cancelled booking is zero.

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