Skip to main content

Cancelling a Booking

How to properly cancel bookings and manage the cancellation process

Hayden Zammit Meaney avatar
Written by Hayden Zammit Meaney
Updated today

Cancelling a Booking

Sometimes bookings need to be cancelled, whether due to guest requests, weather conditions, or operational requirements. Tourism Accelerator helps you handle cancellations professionally while maintaining good guest relationships.

Before You Cancel

Before processing a cancellation, consider:

  • Can the booking be rescheduled instead? Many guests prefer a new date over cancellation

  • What is your cancellation policy? Check if refund conditions apply

  • Is this a guest request or operator-initiated? This may affect how you handle refunds

  • Are there any non-refundable components? Such as third-party services or special arrangements

Step-by-Step: Cancelling a Booking

Step 1: Locate the Booking

  • Navigate to Calendar or Bookings

  • Find and click on the booking you need to cancel

  • Review the booking details to confirm it's the correct one

Step 2: Initiate Cancellation

  • Click the Cancel Booking button

  • You'll be asked to confirm your decision

Step 3: Select Cancellation Reason

Choose from common cancellation reasons:

  • Guest requested cancellation

  • Weather conditions

  • Operator unavailable

  • Minimum numbers not reached

  • Guest no-show (for retrospective cancellations)

  • Other (with option to add details)

Step 4: Decide on Refund

Based on your cancellation policy and the circumstances:

  • Full refund: Return the entire payment to the guest

  • Partial refund: Return a portion (e.g., minus cancellation fee)

  • No refund: As per your cancellation policy terms

  • Credit voucher: Offer credit for future bookings instead of refund

See Processing Refunds for detailed refund instructions.

Step 5: Communicate with the Guest

Choose how to notify the guest:

  • Send cancellation email: Automatic email with cancellation details

  • Custom message: Add a personal note to the cancellation email

  • Don't notify: For internal cancellations where you'll contact the guest separately

Step 6: Confirm Cancellation

  • Review your cancellation settings

  • Click Confirm Cancellation

  • The booking status will update to cancelled

After Cancellation

Once a booking is cancelled:

  • The time slot becomes available again for new bookings

  • The booking remains in your records marked as cancelled

  • Any refund processing begins according to your selection

  • The guest receives notification (if selected)

Handling Different Cancellation Scenarios

Guest Requests Cancellation

  • Check how far in advance the request is

  • Apply your cancellation policy fairly

  • Consider offering rescheduling as an alternative

  • Process refund according to policy terms

Weather-Related Cancellation

  • Monitor conditions and make decisions early

  • Contact affected guests proactively

  • Offer rescheduling options first

  • Process full refunds for those who can't reschedule

Minimum Numbers Not Reached

  • Contact booked guests before the cancellation deadline

  • Explain the situation honestly

  • Offer alternative dates or experiences

  • Process full refunds for those who can't be accommodated

Operator-Initiated Cancellation

When you need to cancel due to your own circumstances:

  • Notify guests as early as possible

  • Offer alternative dates or full refunds

  • Consider offering a goodwill gesture (discount on future booking)

  • Apologise sincerely for any inconvenience

Cancellation Policy Best Practices

A clear cancellation policy helps set expectations:

  • State your policy clearly at the time of booking

  • Be consistent in applying the policy

  • Consider flexibility for extenuating circumstances

  • Keep records of all cancellation decisions

Viewing Cancelled Bookings

To review your cancelled bookings:

  • Go to Bookings

  • Use the Status filter

  • Select Cancelled

  • View all cancelled bookings with reasons and dates

This helps you identify patterns and improve your operations.

Common Questions

Can I undo a cancellation? Once cancelled, you cannot reverse the action. You would need to create a new booking for the guest. Does cancellation affect my reporting? Cancelled bookings are tracked separately in your reports, helping you understand cancellation rates and reasons. What if the guest disputes the cancellation policy? Refer to your terms and conditions shared at booking. Consider each case individually for goodwill purposes.

Handling cancellations professionally maintains your reputation and often converts disappointed guests into future loyal customers.

Did this answer your question?