Support Center

Cancel a reservation

Last Updated: Feb 04, 2018 01:48PM EST
When a customer calls or emails to let you know that they need to cancel, there are some steps that need to be taken in ThinkReservations, in the proper order. Canceling a reservation makes the rooms available again for those dates. You can un-cancel a reservation if you need to.
NOTE: If the customer booked through an Online Travel Agent (OTA) like, the best thing to do is have the customer cancel their reservation with that OTA. Cancellations made with the OTA are then updated in ThinkReservations automatically.
NOTE: If a customer needs to modify the reservation, we can edit it for them. For example, a guest needs to check out a day early. For this instance, you don't need to cancel the reservation, just edit it. Do this by click the small triangle to the right of where it normally says "Check In", and choose Edit from the menu.

To cancel the reservation, follow these steps:

1.) Cancel the reservation
2.) Charge the customer a cancellation fee, if needed
3.) Bring the remaining balance to $0
4.) Update the customer with an email.

Step 1.) Cancel the reservation.

In the bill of the guests reservation, click the gear icon , and choose Cancel Bill.
This will remove all charges including items that have been added to all rooms on this bill. If you need to charge a cancellation fee, or have a gift certificate in your bill, please consider deleting those items first.

Step 2.) Charge the customer a cancellation fee.

The amount you charge, if any, depends on when the customer cancels, and what your cancellation policy is. After you have canceled the bill, you can still add items.
Click ADD ITEM under the room, just above Subtotal. Choose your cancellation fee item (names may vary) from the drop down. Enter the amount you need to charge the customer, and click Save.

Cancellation Fee - A non-taxable item for a flat fee. No taxes will be added to this item.

Last-Minute Cancellation Fee - Taxed the same as your room charges. Taxes will be added to this item so you can add a fee equal to the total room charges being cancelled.

Step 3.) Bring the Remaining Balance to $0.00.

Depending on your situation, the remaining balance may show a negative amount -- as if you owe the customer, or a balance due -- and we need to charge the customer.

Related: How to Charge a customer
               How to Refund a customer

If the customer paid outside of ThinkReservations or with a "Third Party Credit Card Processor" then you should use that system to refund the customer. Otherwise you would need to credit the customer another way.

Step 4.) Update the customer with an email.

Once all of your changes are done on the bill, you can contact the customer to let them know what has happened to their bill, if they owe any money, if you charged their card, or if you have refunded them.

  • Click inside the drop-down selector on the bottom left to change the email template. Choose "Reservation Canceled" or equivalent.
  • Click the green Customize button just below.
  • Add any additional text to the email, overlook the bill if your email template includes one, and make any changes as you see fit.
  • Scroll to the bottom and click Send when ready to email the customer.

Related: How to undo a cancellation


Many of our clients issue a gift certificate in place of a refund in some circumstances, as part of the process to cancelling the guest's bill...


To issue a Gift Certificate in place of a Refund:

You can also credit the customer with a credit or voucher by utilizing the ThinkReservations gift certificate functionality. Think of this Gift Certificate also as a 'Room Credit', or a 'Voucher'.
1.) Either in addition to or in place of the cancellation fee, add a new item to the canceled reservation. Click ADD ITEM and choose Gift Certificate from the drop down as the item.

2.) Enter the amount you would like the certificate to be valid for, and click Save.

3.) Click on the orange certificate number to go to the certificate.

4.) Click Edit on the top right of the certificate page (next to Print) to edit the details. 
If you add a gift certificate to the cancelled reservation, we recommend you edit the Notes for staff of the certificate to include details about how it was created due to a cancelled reservation. At the bottom, click Save. 

5.) At the top of the gift certificate page next to "This gift certificate is attached to a bill", click on Open Bill to go back to the cancelled reservation.
You don't necessarily need to send the customer a gift certificate, but instead send the customer an email stating that the voucher or credit (certificate) number must be mentioned when they rebook.

6.) Note the certificate number. Choose an email template such as the "Reservation Canceled" template from the drop down on the bottom left and click the green Customize button.

7.) Include text to communicate with the customer that they need to reference the special room credit or voucher number (The Gift Certificate number noted in the last step) when they call to rebook within the discussed time period.

8.) Review the email, and click Send at the bottom.


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