Cancelling a reservation with a balance

Modified on Wed, 15 Dec, 2021 at 2:17 PM

Locate the reservation by going to Reservations > Manage Reservations and entering the name of the guest/booker or the reservation number in the search box. (You can also get to it from the Room Schedule view by double clicking on a reservation and choosing "Manage Reservation" on the pop-up window that appears). 


If you are refunding the guest as they are within the cancellation period you will need to go to view transactions. If you click on the refund arrow at the end of the transaction a pop will appear:



If the money was taken with a card machine and not through Hop then it will tell you. If you are not refunding the full amount change it. Select your reason then click refund.



If you still have a balance on the room and are intending to charge the guest then you can add a transaction charge to balance this out. This would normally go to the article Cancellation but you can choose what is appropriate for you.

(If you do not have an article for Cancellation you can create one by going to  Administration > Articles - Click +Add, fill in the details and Save it.)



Once this is done click back to take you out the reservation then click on the drop-down menu next to the reservation number (or the individual room reservation if you are only cancelling one room from a multi-room booking) and select "Cancel Reservation". A pop-up will appear onscreen; please enter the cancellation reason* here and then press "Yes" to confirm your selection – the reservation is now cancelled.


To send a cancellation email to the customer, please go to Administration > Email Templates to create one. You will also need to go to Administration > Property and scroll down to the 'Property Settings' section and ensure that cancellation emails have not been disabled:



*If you would like to change the list of cancellation reasons that come up onscreen, you can do this by going to Administration > Option Sets and editing the entries that you see under the 'Cancellation Reason' heading.

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