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

Updated 2 months ago

Note: In response to the unprecedented disruption caused by current travel restrictions, we’ve introduced a temporary functionality that allows partners to process reservation date modifications themselves, without having to refer guests to our Customer Support team. See “Date modifications” below.

It’s important to let us know about any cancellation requests you receive from guests, so you don’t get charged commission for these bookings.

If a guest wants to cancel a reservation, it’s easy to mark this on the Extranet. Just follow these steps:

  1. Go to the Reservations tab.
  2. Click 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 an email that confirms the reservation was canceled.

Date modifications

At this time, you might also have the option to suggest a date modification to your guests, allowing them to keep their booking and you to keep your reservation, albeit moved to the future. This is a temporary feature intended to help you and your guests change reservation dates, rather than simply cancel.

We strongly encourage partners to read a much more detailed overview of this feature by following this link.

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