Cancel a booking and handle refunds

Cancelling frees the booked nights immediately; the money is deliberately a separate question with its own controls. No refund is ever paid by one person acting alone.

Screen /bookings/<booking> · Roles: Guest Manager (cancel, request refund) · Account Manager (approve & pay refund)

Cancel the booking

1. Open the booking and, in the Stay panel, press Cancel booking. It is offered any time before check-in - a future booking is exactly what gets called off.

2. Give the reason. The dialog “Cancel this booking?” requires one; it is recorded on the booking. The nights are freed for other guests immediately.

3. Settle the advance, where it applies. On a booking you took the money for yourself (a manual or website booking with something paid), the dialog asks how to settle it: Keep all, Cancellation fee (keep a fee, refund the rest), or Refund all. On an Airbnb or Booking.com stay the money sits with the channel, so no settlement is offered here - cancel through the channel as well.

4. Read the toast. It says exactly what happened to the money - settled, nothing to settle, or (for managed/investor money) that a refund must go through the Refunds panel below instead.

Refunds: one person requests, another approves

On a cancelled or no-show booking, the Refunds panel appears on the Overview tab, stating its own rule: “One person requests, a different person approves, money only moves on the approval.” It shows Paid by guest, Refunded, and what is still Refundable.

1. Request. Enter the amount and a reason (for example, “cancelled 10 days out, full refund per policy”) and press Request refund. It sits as Awaiting decision. You cannot request more than what is refundable.

2. Decide. A seat with refund-approval rights presses Pay refund - the confirmation is blunt: “{amount} goes back to the guest and posts to the ledger. This cannot be undone from here.” - or Reject. Requesting and deciding are separate permissions held by different roles, and both actors are stamped on the row - though a seat holding both may decide its own request.

Be deliberate here

Paying a refund posts real money to the ledger and cannot be undone from this screen. Only a cancelled or no-show booking can be refunded through this panel - an early departure settles its unused nights in the check-out dialog instead.

What’s next

• Check a guest in - including marking a no-show
• The booking History tab