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Can I cancel a reservation?

Updated 1 year ago

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.


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.


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.

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