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

It's important to let us know about any cancellation requests you receive. That way you won't get charged commission for these bookings.

If a guest wants to cancel a reservation, it's easy to take care of this on the Extranet. Just follow these steps:

  1. Go to the Reservations tab.
  2. Click the guest's name or reservation number.
  3. Select Request to cancel on the right-hand side of the page.
  4. Both you and the guest will get an email confirming the cancellation.

Important: A guest's cancellation request must be received at least 48 hours before their check-in date.

Did you know you can do this same task from your phone?

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