Knowledge Base

In this article, we will review how to cancel a booking made at the hotel website.

How to cancel a booking from the hotel website

To cancel a booking from the hotel website in the Exely extranet,

1. Go to “Report” > “Bookings” and find the required booking. For details, refer to the instruction “How to manage the Report on Bookings”.

2. Click the “Action” button and select the “Cancel booking” option.

3. Select one of the cancellation options:

• “Send notification to guest” — the guest will get an email with a link for booking cancellation. For details about booking cancellation by guests, refer to “How a guest can cancel a booking made at the hotel website”.

• “Cancel booking” — select this option to cancel the booking in the Exely extranet.

4. If you select the “Cancel booking” option, a new window will pop up. Enter your details, select the cancellation reason and click “Send request”.

5. Once the booking is canceled, it will be highlighted in red. The history of changes for the booking, will show the information about the booking cancellation and the user who made the cancellation. A cancellation notification will be sent to the guest.

Note. If the guest confirms the booking in the received email, the booking will be reinstated, and it will not be possible to cancel it again in the Exely extranet. In this case, to cancel the booking, send a request to your Customer Support manager or Exely Customer Support team.

If required, guests can cancel the bookings themselves. For detailed information, refer to the instruction “How a guest can cancel a booking made at the hotel website”.

Cancellation of prepaid bookings

You should make your own refund, if the guest has prepaid the booking via the hotel's acquiring service or the following payment methods:

• Bank transfer for individuals;

• Bank transfer for legal entities.