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Can I cancel a reservation?

Updated 1 month ago

When a guest makes a booking, their reservation is confirmed immediately. It’s not possible to reject a reservation.

Depending on your policies, a guest may be able to cancel their reservation using a link in their confirmation email or via their Booking account. In some cases, you can initiate a cancellation request if a guest asks you to, or if there’s an issues with a guest’s payment. See below for more info.

Request by guest:

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


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

Invalid credit card:

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

No deposit/pre-payment received:

If you haven’t received these as expected, find the actions to take in this article.


For help on what to do with a double-booking, contact the Customer Service team. To learn how to prevent double-bookings, read this article.

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