You can cancel a reservation and process the payments as required. If the guest has failed to arrive for their reservation, then this is a No Show rather than a cancellation. No-show charges are usually handled in a different way.
Cancel a Reservation - Charge to be taken
To cancel a reservation with a charge to be taken, follow the steps below:
Step 1: Check your cancellation policy
Navigate within Rezlynx to either:
Guest Journey, select Reservations, then Cancel Reservations. From here, Search for and select your reservation.
Or within the reservation to be cancelled, click on the 3-dot menu, and then select Cancel reservation.
If the booking is within your cancellation policy, you may also see a warning triangle. When pressed, this will alert you to the cancellation policy set for your property. If the reservation is within the cancellation policy, then this warning will not appear.
Checking this cancellation policy will help you understand your next step:
Cancel a Reservation - Charge with existing Deposit
Cancel a Reservation - Charge to be taken - continue with the steps below in this article
If you are unsure how to proceed, contact your Line Manager on-site to assist you further.
Step 2: Take payment and retain the deposit
Once you have decided to charge the guest, you need to determine the cost to charge them based on your cancellation policy. If you are unsure of the value to charge, then please contact a Manager on-site to assist you further.
To process a payment on the reservation if required, follow the steps below:
Navigate to the reservation to be cancelled.
Process the payment as required, including:
Payment Gateway: If you have a token within the Guarantee tab on the reservation, you can charge this as required. The deposit will automatically be added to the reservation.
Chip & Pin Machine: Select the 3-dot menu, click Deposits, and click Chip & Pin to process the payment.
Other payment method: Process payment as required. Select the 3-dot menu, click Deposits, and add the deposit processed.
The deposits added will show on the front page of the reservation.
Once all payments have been added, select the 3-dot menu and select Cancel Reservation.
Within the Cancel Reservation screen, select Deposit to the right of the deposit value.
Enter the following information to retain or keep the deposit:
Refund Payment Code: Select the pay type from the drop-down menu. This is required even if the value is to be retained.
🤓Tip: Note the code selected if you plan to create a VAT invoice for the guest.
Analysis code: Where should the retained value be attributed?
🤓Tip: Note the code selected if you plan to create a VAT invoice for the guest.
Retain Comment: Enter a comment or reason in this box.
Percentage or Value to Retain: Enter the value to be retained into one of these boxes.
7. Click OK, and the revenue will have been raised and the deposit retained.
⚠️Important: Once completed, this deposit cannot be reinstated
🤓Tip: If you need a guest VAT invoice, follow our guide on Creating a cancellation VAT invoice after deposit retained.
Step 3: Complete the cancellation
To complete the cancellation process, follow the steps below:
Within the Cancel Reservation screen, select a Cancellation Code from the dropdown menu and add a cancellation note if required.
Select Cancel to proceed with the booking cancellation.
The cancellation email window is shown. You can either:
Send email to guest: Tick the email address required, then select the Template to send and click Execute.
Bypass the email screen: Click Continue.