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

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.

Important: requests for cancellations from guests must be received at least 48 hours before the guest's check-in date.

Did you know you can also complete this task on your mobile device?

Our Pulse app lets you manage your property on the go – anytime, anywhere. Pretty handy, right?