Why is the cancel button not showing for a booking?
A booking is cancellable if:
- Its rate has a cancellation policy
- The policy allows cancellation at the time the guest is try to cancel
- The person, either lead guest or booker, accessing the Guest Portal has a profile attached and an email address
- The booking is direct, either via DBM or by contacting the hotel (OTA bookings don't have access to this functionality)
- The booking does not have multiple rate plans with different cancellation policies
If any of these conditions is not met, then the cancel button will not show up.
Why can't OTA bookings cancel online from this portal?
Each OTA has different policies and cancellations and modifications need to be performed from their portals. However, and in order to make the experience better, we do show a message indicating those guests to go to the place the initially booked. For major OTAs, such as Booking.com and Expedia, we also include a direct link to their websites.
How do DBM bookings get this confirmation email?
There's no need to send DBM bookings an extra confirmation email, the regular emails sent by DBM already has a link to the guest portal in which guests can self-cancel bookings.
Where can I see which guests have self-cancelled their booking?
There a new page in RLX called "Guests Self-Service" where all those requests are listed.
What do I need to do if a self-cancelled reservations is marked as "Deposit handling required"?
This booking has been cancelled by the guest following the cancellation policies but there's a deposit that needs to be refunded. In order to do so, you need to go to the reservation page and refund using the dedicated functionality. As soon as it is done, the reservation will no longer be marked as "Deposit handling required" but "Completed"
Why is a reservation marked as "Cancellation failed"?
In some occasions, the request from the guest to cancel a reservation might not work, in those cases we highly encourage you to contact the guest and most likely cancel the booking.
Will this also be available if I use RoomlynxAPI?
Yes, assigning policies to rates in Rezlynx will also transfer this information to Roomlynx and to its API.
Why can't a user see the Guests Self-Service page in Rezlynx?
This page is only available to those users having access to "cancel" functionality based on their role.
Can cancellation policies be created and assigned from Distribution/Roomlynx?
No, they cannot be created or assigned from Distribution anymore, this is only available in the PMS.
Are cancellations pushed to Roomlynx?
No, these self-service cancellations are not pushed to Roomlynx.
What's the cancellation code for such cancellations?
We have created a new code for self-service cancellations and the code is SELF_SERVICE.
Are the guest self-service requests ever deleted from the page?
Yes, they are. Any cancellations performed as self-service will be deleted 30 days after the planned departure date for the specific booking.
What happens to previous bookings if I change the cancellation policy?
Created bookings are not affected if the policy changes, the version of the policy used during the booking will be kept for such bookings and only new ones will be affected by this change. However, if an old reservation is modified manually and its rate plan is changed, then the policy is updated with the current version of it
For more information, the full self service cancellation article can be found here
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