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Cancellations

This guide covers cancelling bookings and individual service lines, including reason codes, cancellation fees, and the impact on related records.

Cancelling a Booking

  1. On the Booking Detail page, click Cancel in the header (or select "Cancelled" from the Status dropdown).
  2. Select a Cancellation Reason from the available codes (e.g., Customer Request, Price Change, Supplier Issue, Duplicate).
  3. Enter any additional notes about the cancellation.
  4. If a cancellation fee applies, enter the Cancellation Fee amount.
  5. Click Confirm Cancellation.

What happens when a booking is cancelled:

  • The booking status changes to CANCELLED (terminal -- no further transitions possible).
  • All active service lines are marked as cancelled.
  • Any pending action items are marked as NOT_REQUIRED.
  • A cancellation entry is recorded in the activity log.
  • If the booking was linked to the ERP, a credit note is generated.
  • If the booking was created from a group sale, the linked group sale is also cancelled (see below).

Cancelling Individual Service Lines

You can cancel a single service line without cancelling the entire booking:

  1. On the Services tab, click Remove on the service line you want to cancel.
  2. Enter a reason for the removal.
  3. Click Confirm Removal.

The service line is removed, booking totals are recalculated, and an amendment is recorded (if the booking is confirmed).

Cancellation Reason Codes

Code When to Use
Customer Request The customer asked to cancel
Price Change Pricing changed and the customer no longer wants to proceed
Supplier Issue The supplier cannot fulfil the service
Duplicate The booking was created in error as a duplicate
Other Any other reason (provide details in the notes field)

Cancellation Records and Audit Trail

Every cancellation is fully tracked:

  • The activity log records the cancellation event, who performed it, and the reason.
  • The Amendments tab shows the financial impact (previous total vs. new total of zero).
  • Cancelled bookings remain in the system and can be searched by setting the status filter to "Cancelled".

Credit Notes in ERP

When a booking with an ERP Sales Order is cancelled:

  • The system automatically generates a credit note in the ERP to reverse the invoice.
  • If the customer had already paid, the credit note can be used to process a refund.
  • If only a partial amount was paid, the credit note reflects the paid amount.

Note: Credit note generation depends on ERP synchronization. If the sync fails, use the Maintenance Dashboard to retry.

Impact on Linked Records

Group Sales

If the cancelled booking was created from an outbound group sale, the linked group sale is automatically cancelled as well. This is bidirectional:

  • Cancelling the booking cancels the linked group sale
  • Cancelling the group sale cancels the linked booking

Room assignments are released and the occupancy count is updated. See Outbound Group Sales for details.

Action Items

All pending and in-progress action items on the cancelled booking are set to NOT_REQUIRED.

Documents

Existing documents (vouchers, uploaded files) are retained for record-keeping but no new vouchers can be generated for a cancelled booking.

Re-Booking After Cancellation

A cancelled booking cannot be reactivated. To re-book the same services:

  1. Create a new booking for the customer.
  2. Use the original booking as a reference for service line details.
  3. The new booking receives a fresh booking reference.

Next Steps