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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 marking the credit card as invalid.

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 using the Extranet or Pulse app.

If you haven’t received payment from the guest within the communicated timeline, get in touch with our Customer Service Team. You can check your contact options here.

Keep in mind that we may try to contact the guest ourselves. We always offer the guest 24 hours to provide payment before allowing other actions. If they don’t respond within that time, you can request to cancel the booking under the Extranet’s Reservations tab.

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