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If a guest asks me to cancel a reservation, what action should I take in the extranet?

Updated 3 months ago

Note: In response to the unprecedented disruption caused by the current travel restrictions, we have introduced a functionality that allows partners to process reservation date modifications on their own, without having to refer guests to our Customer Support team. Please see “Date modifications” below.

It’s important to let us know about any cancellation requests you receive from guests, so you’re not charged commission for these bookings.

If a guest wants to cancel a reservation, it’s easy to for you to request this in the extranet. Just follow these steps:

  1. Go to the 'Reservations' tab.
  2. Click on the relevant guest name or reservation number.
  3. Select 'Request to cancel reservation' on the right-hand side of the page.
  4. Both you and the guest will receive a confirmation email that the reservation has been cancelled.

Date modifications

You may also have the option to suggest a date modification to your guests, in order to allow them to keep their booking and for you to keep your reservation, albeit moved to the future. This is a feature intended to help you and your guests change reservation dates, rather than simply cancel.

We strongly encourage partners to read a much more detailed overview of this feature by following this link.

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