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 - No charge
To cancel a reservation where no charge needs to be made for the reservation or cancellation, 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 - No Charge: Proceed with the article steps below
If you are unsure how to proceed, contact your Line Manager on-site to assist you further.
Step 2: Check for deposits
Once you have decided not to charge the guest, you should check if any payments have already been processed that may need to be returned to the guest.
Within the Cancel Reservation screen, check if a deposit is shown on the right of the screen, then:
If there is no deposit to refund to the guest, continue to Step 3: Complete the Cancellation.
If there is a deposit to refund to the guest, follow the steps in this section.
To refund a deposit within the cancellation screen, follow the steps below:
Within the Cancel Reservation screen, select Deposit to the right of the deposit value.
Enter the following information to refund the deposit to the guest:
Refund Payment Code: Select the pay type from the drop-down menu.
Analysis code: Where should the refund value be attributed to.
Refund Comment: Enter a comment or reason in either box.
Percentage or Value to Retain: Enter a value into one of these boxes. Or leave both as 0.00 if this is a refund.
Click OK, and the revenue will have been raised and the deposit refunded within your system records.
⚠️Important: This completes the refund within the accounting side of the system; you then need to complete the refund to the guest via the same method they made the deposit with.
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.