Reservations made through your connected channels must be cancelled via the channel directly. Contact your channel's support teams for guidance.
About cancelling Direct bookings
Guests can cancel their Direct booking reservations via their confirmation e-mail when:
The reservation is outside of the cancellation penalty window (they are allowed to cancel).
Your cancellation settings are set to Allow guest cancellation for both Property cancellation settings and Room cancellation settings.
If they need help or cannot cancel themselves, you can cancel the reservation for them.
Before you cancel:
Check if you need to charge a cancellation fee if the guest cancels outside the cancellation policy terms and conditions they agreed to when booking.
Remember that once cancelled, you cannot change the reservation status back to Confirmed, Checked in, or Checked out.
Note that you cannot update any details on a cancelled reservation.
Cancel a Direct booking reservation
To cancel a Direct booking reservation:
Go to the Reservations page.
Find and open the Direct booking you want to cancel.
Click the ellipsis button (three dots button) and click Cancel reservation.
Click Cancel reservation again to confirm.
SiteMinder will notify the main guest of the cancellation if your booking engine cancellation e-mail is enabled. You can find this in Direct booking > Configuration > Guest communications > Reservation cancellation.
Manage availability after cancellation
When you cancel a Direct booking, the room becomes available again in your booking engine automatically. The availability in your SiteMinder platform (Distribution > Inventory) updates differently based on your setup:
If you have a connected PMS/RMS/CRS with inventory updates enabled:
Room availability updates automatically.
If you don't have a connected PMS/RMS/CRS, or you do but inventory updates are disabled:
Turn on Auto-replenishment to update availability automatically after cancellations. Go to your property name > Property settings > General information > Auto-replenishment.
Or manage availability manually via Distribution > Inventory if Auto-replenishment is turned off. After cancelling the reservation, you'll need to manually increase the room availability for those dates.