Self Service Cancellations

This feature will be available for those customer having access to one of our guest-facing products, GuestStay or DBM

It allows guests to cancel a booking online if they booked directly, regardless of whether they used DBM or any other direct method. The hotelier has full control over this feature and can disable it completely via a feature toggle in Rezlynx Ini settings.

1. Guest goes to the Guest Portal - see below how to share the portal with a guest
2. Guest sees an option to cancel the booking following the booking's cancellation policy
3. Guest hits and confirms cancellation
4. Guest & hotelier receive an email confirming the cancellation

1. Review your cancellation policies:
   Ensure that your rate plans are assigned to the correct cancellation policies from the PMS under System -> Rates -> Rate Plans.

2. Activate the self-service cancellations:
   Navigate to PMS -> Ini Settings -> Reservations -> Enabled Functionality -> Self-Service Cancellations and activate the new functionality.

3. Share the link with your guests:
   Update your booking confirmation emails to include a link to this new functionality for any new bookings. If you use the PMS templates, you can use the new tag called "GuestStay - Manage booking" for that. Otherwise, if you use a 3^rd party provider, use the link https://guest.eu.guestline.app/{YOUR_SITE_ID}

4. Check any cancellations made by your guests:
   ​​​​​​​Check regularly the new page called "Guests Self-Service" in the PMS to monitor which guests have cancelled online and act on those reservations that require your attention (especially for manual deposit refunds).

There are different ways for a guest to get access to the guest portal:

• Any email including a link to GuestStay - most likely sent by the hoteliers via Rezlynx templates
• The DBM booking confirmation emails which include a button "Manage my booking"
• Any Rezlynx templates including a new tag called "GuestStay - Manage my booking", which we highly recommend to add as part of confirmation emails

A booking is cancellable if:

1. The rate booked has a cancellation policy
2. The policy allows cancellation at the time the guest is try to cancel
3. The person, either lead guest or booker, accessing the Guest Portal has a profile attached and an email address

If any of these conditions is not met, then the cancel button will not show up.

If the cancellation is succesful an email is sent to the hotelier.

There's also a new page called "Self-service cancellations" in the PMS that shows the status of all bookings that have been requested to be cancelled. In case of any issues, that page shows what's left to do in order to complete the cancellation. This is also the place where hoteliers will find which bookings need to be refunded.

Note: there's a link to this new page from within the new dashboard/homepage that is in beta right now.

As part of this functionality, cancellation policies are no longer created and assigned in Roomlynx, they have been moved to Rezlynx, where cancellation policies can be assigned a rate plan. 

• Rate plans in Rezlynx can be assigned with a cancellation policy
• Cancellation policies are created in Rezlynx (coming soon, won't be launched at the same time as Beta)

This is a new feature in beta phase, there are some limitations which are being considered for a future enhancement release: