Skip to main content

How guests can cancel or change their Direct booking reservation

Updated yesterday

Can guests cancel or modify their Direct booking reservations themselves?

Yes, guests can cancel or modify their Direct booking reservations themselves if:

  • The reservation is outside of the cancellation penalty window (they are allowed to cancel/modify)

  • Your cancellation settings are set to “Allow guest cancellation” for both Property cancellation settings and Room cancellation settings

How do guests cancel or modify their reservation?

When enabled, guests will see two options in their confirmation emails:

  • Cancel your booking button

  • Modify your reservation button

When clicked, a confirmation page appears. If penalties apply, guests see: "A cancellation fee may apply"

What happens if guest cancellation is not enabled?

If Allow guest cancellation is not enabled for both property and room settings:

  • Guests cannot self-serve cancellations or modifications

  • Guests must contact you directly to request changes

  • The cancel/modify buttons won't appear in confirmation emails

Direct booking guest self-service enablement: cancel/modify

Where do I enable guest cancellation settings?

Go to Direct booking > Configuration > Cancellation settings

Note: Bookings for channels (OTAs) cannot be modified in your platform. You must log in to each channel's extranet or contact their support team to make changes. Contact the channel's support team if you need assistance.

What reservation details can guests change?

For direct bookings, guests can modify the following details, if it is outside of the cancellation penalty window, and your cancellation settings are set to “Allow guest cancellation” for both Property cancellation settings and Room cancellation settings.

  • Check-in and check-out dates: As long as the same room is available

  • Number of guests: If the room fits all occupants

  • Personal details: Including first name, last name, address, e-mail address and phone number. Note: The main guest name cannot be changed

  • Arrival time: If applicable

  • Personal requests: If applicable

  • Any custom fields

What reservation details can’t guests change?

  • Change room types or rate plans

  • Reservations with multiple room types

  • Reservations with extras (mandatory or optional)

  • Reservations with suspended or deleted room rates

  • Already cancelled reservations

  • Same-day check-in reservations

  • Past check-in dates

  • Reservations within the cancellation penalty period

  • Main guest name

  • Credit card details

  • Applied promo codes

Did this answer your question?