Can I cancel a reservation?

When a guest makes a booking, their reservation is confirmed immediately. Depending on your policies, a guest may be able to cancel their reservation.

If a guest contacts you in order to cancel their booking, please advise them to do this via their confirmation email or Booking.com account. You cannot cancel a reservation on their behalf.

The only cases where you can cancel a reservation are as follows:

No-show:

If the guest hasn’t shown up, mark the reservation as a ‘no-show’ in the ‘Reservations’ tab, either in the extranet or on the Pulse app.

Invalid credit card:

For information on what to do when the guest has an invalid credit card, please read this article.

Overbooking:

For help on what to do when you have an overbooking, please contact the Customer Service team.

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