The guest hasn’t paid the deposit/pre-payment. Can I cancel the booking?

Updated 1 month ago

If you accept card payments:

If the guest’s card can’t be charged, you can let us know by following these steps:

  1. Click on the Reservations tab on the Extranet and select the booking.
  2. Click on the reservation number and select Mark credit card as invalid on the right-hand side of the page (under Update this reservation) and enter the last four digits of the customer’s credit card.
  3. The guest will automatically receive an email requesting new card details within 24 hours.
  4. If you don’t receive new credit card details within this time, you can cancel the booking on the Reservations Details page.

If you don’t accept card payments:

The guest will pay by bank transfer, so you’ll need to send these details to the guest.

If you haven’t received payment from the guest, get in touch with our Customer Service Team by calling the dedicated phone number* found in your Extranet Inbox and pressing 1.  

*These phone lines are only available to current partners of, which is why we share them privately.

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