Steps

  1. Open the booking in Front Desk → Arrivals and expand Cancel reservation.

  2. For a paid booking, choose Get cancellation quote. Review the policy, cancellation fee, refund amount, refund strategy and whether approval is required.

  3. Choose Confirm cancellation to accept that quote. For an unpaid booking, use Cancel reservation and confirm the irreversible cancellation prompt instead.

  4. Wait for Reservation cancelled. and check the updated booking status. Follow any refund separately in Revenue & Finance → Refunds & Receipts; cancellation does not mean a payment provider has completed a refund.

  5. For a guest who did not arrive, use the arrival's Mark no-show action instead. Check the booking and stay dates before applying it; the no-show action is a different outcome from cancellation.