Knowledge Base
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How a hotel can manage prepaid bookings
The ability for guests to cancel bookings is managed by the “Allow guest to cancel booking” option in your Exely account:
1. Go to “Property settings” > “Payment methods”.
2. Click the payment method you want to modify.
3. Click “Allow guest to cancel booking” switch. If the option is turned to green, it means that the guests can cancel the bookings on their own. If it is turned to red, the guests cannot cancel the bookings on their own.
4. Click “Save” at the left top corner.
If you disable the "Allow guest to cancel booking" option, guests will see the following message when they try to cancel the booking:
The message will include the hotel phone number and the guests can contact the hotel directly to cancel their bookings.
To cancel a booking in the Exely extranet, follow the instruction «How a hotel can cancel a booking from the hotel website».
You can set cancellation for all payment methods except “Bank card” via hotel acquiring.
To enable/disable cancellation for “Bank Card” payment methods via hotel acquiring, contact your Customer Support manager or Exely Customer Support team. |
Please note that the automatic refund will not be made if the booking is paid through the hotel acquiring or through the following payment methods:
bank transfer for individuals and legal entities;
guarantee by credit card.