Self Service Cancellation - FAQ's

Why can't a hotel see the policy of a rate?
There are dedicated toggles for that, if the hotel does not see it is because it's not part of the beta group and is not allowed to see it.

Why can't a hotel see the self-cancellations page?
This might be because the hotel has disabled the self-cancellations functionality under RLX -> Ini Settings -> Reservations -> Self-Service Cancellations.

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)
  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.

Why can't I see the new page to create cancellation policies in RLX?
This will go live a bit later, it might not be live yet if you don't see it.

Where can a hotel 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 the hotelier to contact the guest and most likely cancel the booking.

Will this also be available for users of the 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 Roomlynx?
No, once the new functionality is live, they cannot be created or assigned from Roomlynx. The pages will still exist, but users won't be able to modify anything and a message indicating this functionality is now in Rezlynx will be shown. 

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.

For more information, the full self service cancellation article can be found here