Review a cancellation and find guest records

Check the booking before cancellation; use guest records to support the stay.

Verify the guest’s request, the booking and the cancellation policy before confirming.
Sign in with the correct role and check the account name in the menu.

ReceptionistStep-by-step instructions

Check the booking to cancel

Receptionist

1Step 1 of 3

Check the information on this screen before continuing.

What you should see

The record matches the guest’s cancellation request.

Receptionist

2Step 2 of 3

Cancel requests confirmation for the selected booking.

Read the confirmation page; select Cancel only after checking the policy and booking.

What you should see

After confirmation, reopen the booking to check its state. Reconcile any refund separately with the payment process.

Receptionist

3Step 3 of 3

Guest CRM is the guest-record list used to support booking lookups.

Open Guest CRM, find the guest and compare their identifying details with the booking.

What you should see

The guest record is used for the correct stay.