Can I cancel a reservation?

When a guest makes a booking, their reservation is confirmed immediately – there's no way to reject a reservation.

Depending on your policies, a guest might be able to cancel their reservation using a link in their confirmation email or through their Booking account. In some cases, you’re able to initiate a cancellation request if a guest asks you to, or if there are issues with guest payments. See below for more info.

Request by guest:

If the guest contacted you to request a cancellation, follow these steps on the Extranet or the Pulse app to notify us.

No-show:

If the guest doesn't show up, mark the reservation as a no-show on the Extranet or Pulse app.

Invalid credit card:

For info on what to do when a guest uses an invalid credit card, read this article.

No deposit/pre-payment received:

If you haven't received these as expected, learn more about the actions you need to take in this article.

Overbooking:

For info about what to do when you have an overbooking, contact the Customer Service Team. If you want to learn how to prevent overbookings, read this article.