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Need to cancel a booking

Hi there, 

with an unforeseen emergency I am unable to accommodate a booking coming up in a few weeks. I need to cancel this booking I have requested to do so, and sent a private message to the individual who booked, apologizing and advising them that I am not able to accommodate due to an emergency. Suggestions on what I else I may need to do?  Thank you


Below is the method , steps I use, and it has served me well.


  1. Logon to Extranet
  2. open reservation, message guest of overbooking and it will be cancelled.
  3. now on right pane, click Request To Cancel ,and choose option 2.
  4. guest is notified, and must click on email to confirm.
  5. if prepaid to BdC , then the refund 100% , process starts.