How to cancel a reservation

A reservation can be cancelled as long as it has not been checked in:

When cancelling, the dialog box with the selection of turn away reasons opens by default. Select a turn away reason and, if desired, select an additional  reason for the cancellation:

When reservations are cancelled, protel Air automatically assigns a unique cancellation number shown in a separate column in the reservation and cancellation lists. What's the advantage for you? You can search for a particular cancellation number. In the “Reservation Summary” dialog, the cancellation number is now displayed in addition to the reservation and CRS numbers. Cancellation numbers receive the prefix “CX” for better identification.

Background information

You can only cancel reservations which have not yet been checked in.

The "Cancellations" active list contains all cancellations including turn away reason for a selected period of time.

The entry of turn away reasons can be switched off as need arises, so that reservations can be cancelled without you having to provide additional reasons. Please contact the Cloud Support Team or your protel Partner if your system is to be set up in this manner.

Cancelling a reservation with cancellation fee

If a reservation which has a cancellation policy is cancelled after the cancellation deadline, you receive a message informing you about the amount of the incurring cancellation fee:

The dialog box offers the following possibilities:

Button

Explanation

Cancel

Click here if you would like to cancel the reservation together with the cancellation fee.

The reservation is then cancelled.

protel Air automatically posts the cancellation fee to the respective invoice. The fee is posted to the cancellation article which has to be setup in the system date (see: System data > Reservation > Policies > Cancellation policies).

The invoice remains in the system until it has been paid and checked out.

Do not cancel

If you do not want the reservation to be cancelled, click here. The reservation remains in the system.

Cancel without fee

Click here if want to directly cancel the reservation without charging the cancellation fee. The reservation will then be cancelled without the cancellation fee.

If the cancellation fee is still to be invoiced, you can create a passerby invoice for the respective booker/guest. A cancellation fee item or similar needs to exist which can then be posted accordingly to the invoice.

This function is only available if you have the appropriate authorization (see below).

 

Please note

Existing protel Air business logic applies.  

Invoices with a balance (e.g. Deposits) bypass the cancellation policy logic as these reservations require a closed invoice prior to cancelling the reservation.

User rights

If you want a user to be able to cancel a reservation without posting a cancellation fee, the user needs the following user right:


Illl.: System > User administration > User roles > Edit > Edit user role > Rights tab

The right is automatically included in the PAir Front Office role.

HINT

When working with your own hotel specific user roles, you can add the right as follows:

  1. Open the program point System > User administration > User roles.

  2. Double click on the user role to which you would like to add the right.

  3. Once you are in the role, click on the Rights tab.

  1. Enter PAirOverwriteCancellationFee into the search field - see following figure.

  1. Expand the group in the left part of the window.

  1. Select the PAirOverwriteCancellationFee right and click on the green plus sign to add the right to the role.

  2. Clear the search field to see all of the assigned rights.

You can also create an exclusive "Cancel without CXL fee " role. The advantage of doing this is that the roles can be "individually" issued to certain users.

Related topics

Cancellation Policy Setup (System Data)

Display cancellation policies in the reservation dialog box

Display cancellation policies in reservation enquiry

Display cancellation fees in Policy collections list

Display of cancellation information in your documents

The data from a cancelled reservation can be reproduced in your extended reservation texts using the following replacement codes:

Information

Replacement code

Cancellation number

${voidIDs}

Cancellation date

${voidIDs}

Cancellation reason

${voidReason}

Cancellation text

 ${voidReasonText}

Cancellation user

${voidUser}

The original invoice number can be referred to in your invoice texts (cancellation invoices):

Information

Replacement code

Original invoice number

${originalInvCode}

 

Should you have questions about inserting replacement codes into your templates, go here or contact your protel Cloud Support Team or your protel partner.