Allowing Customers to Cancel Reservations Online

Customers can cancel their own Reservations - if you have the Experience set up to allow for it.

In this article

• Configuring Reservations to Allow for Online Cancellation
• How a Customer Can Cancel Their Reservation

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Configuring Reservations to Allow for Online Cancellation

1. Navigate to the Reservations Panel
2. Click on Settings > Experiences
   
3. Scroll down to the 'Allow customers to cancel online’ checkbox.
   
4. Enter the Cancellation deadline in hours. Example: If you will allow them to cancel up to 24 hours in advance, then enter '24'.
5. At the bottom of the page, click Save Experience button.
   
   
   
   

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How a Customer Can Cancel their Reservation

In the confirmation email a customer receives upon booking the reservation, they'll see a message and action to "Cancel Reservation" if the option is enabled. Alternatively, they can also look up the reservation in their account.

1. Customer logs into their Account on your site.
2. Click on Reservations or to View Reservation.
   
   
3. Under the reservation details, they'l see a link to Cancel Reservation if they are within the cancellation deadline.
   
4. Once clicked, a confirmation modal will appear asking them to confirm.
   
5. Once the reservation has been successfully cancelled, they'll see the status updated and they will also receive a cancel confirmation email. If the customer already paid for the reservation, the system will automatically refund the order.
   
   If you don't want to allow refunds, consider increasing the cancellation deadline timeframe, or not offering online cancellations only for pre-paid reservation types.

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