Skip to main content

​
How to cancel a reservation

1

Open the reservation

From the planning, click the reservation. You can also use the search bar in the top-right corner — by booking reference or guest name.
2

Reservation options menu (three dots)

On the reservation card (the line with the room, dates, adults and amount) you’ll see a three-dots icon on the right. Click it.
Reservation record with the three-dots menu of the reservation card open and the Cancel reservation option
3

Select Cancel reservation

Pick Cancel reservation. Roomdoo asks you to confirm: “Are you sure you want to cancel this reservation?”.
Confirmation window: Are you sure you want to cancel this reservation?
4

Confirm

Confirm the cancellation. The reservation is cancelled, availability for those dates is freed up and Roomdoo automatically applies the rate’s cancellation policy (see The cancellation penalty).
The white three dots in the top-right corner, next to the folio total, open the folio menu. Its Cancel reservations option cancels every reservation in the folio at once: in a group, it would cancel all the rooms.
Folio header with the white three-dots menu open next to the total: Add rooms, Bulk change and Cancel reservations

​
When the system blocks the cancellation

The three dots can appear disabled or the system can show a notice. The most common causes:
Reservations that come from OTAs are locked in Roomdoo because the OTA is the source of truth. If the check-in date is today or later, clicking Cancel reservation shows the notice “Reservation blocked by” followed by the OTA name, telling you the cancellation has to go through the OTA. If the guest or the hotel cancel in the OTA, that cancellation syncs back to Roomdoo automatically.What to do:
  • If the hotel cancels: open the OTA extranet and cancel it there.
  • If the guest cancels: ask them to do it from their OTA account.
Either way, as soon as the OTA processes the cancellation, it’s reflected in Roomdoo with no further action from you.If the check-in date has already passed, Roomdoo offers Mark as No show: the reservation is cancelled as a no-show only in Roomdoo (the OTA isn’t notified) and the rate’s no-show penalty is applied. Only use it if the guest didn’t show up. If they actually cancelled in the OTA and the cancellation hasn’t arrived, follow An OTA cancellation hasn’t synced to Roomdoo.
An Inhouse reservation (arrival marked) or a Completed one can’t be cancelled: the three dots appear disabled. If the arrival or departure was marked by mistake, contact support.
If a final invoice (not a proforma) covering the nights of this reservation has been issued, Roomdoo usually won’t be able to cancel it and will show an error. The invoice has to be cancelled first with a corrective invoice: contact support. If your account already has the new invoice window (being rolled out gradually), you can do it yourself: in Billing, open the invoice and, in its three-dots menu, pick Cancel invoice, which issues the full corrective invoice.If in doubt, contact support with the booking reference and the invoice number.
Some agencies or companies have grouped-invoice agreements at month-end. Cancelling a reservation already in that closed batch can affect the invoiced lot.Contact support with the detail: the booking reference and, if you know it, the receiving agency or company.
To cancel individual rooms inside a group, the flow is different. See Add or remove rooms in a group.

​
The cancellation penalty

Roomdoo doesn’t ask whether to apply a penalty: it calculates it automatically from the cancellation policy configured on the reservation’s rate.
  • Cancelled within the free-cancellation period: no charge. The reservation shows as Cancelled OT.
  • Cancelled late: a penalty is added to the reservation with the percentage set by the rate. The reservation shows as Cancelled LC.
  • The check-in date has already passed: Roomdoo treats it as a no-show (No show) and applies the rate’s no-show penalty, even if the guest had given notice earlier.
Cancelling doesn’t refund any payment: whatever was charged stays on the folio. If money has to be returned, record it in the folio’s Payments tab with + Refund. If the payment is a prepayment that came in with an OTA reservation, check with support first.
If the penalty shouldn’t be charged (VIP guest, force majeure, etc.), open the cancelled reservation and, in the Details tab, click Remove penalty: the whole penalty is removed. The button shows while the penalty is pending payment.
What gets applied depends on how the rate’s policy is configured, not on its name. If the penalty isn’t what you expected, contact support to review it.

​
When to contact support

  • The reservation has a validated invoice and you’re unsure how to cancel it, or it’s part of a closed batch.
  • It’s a group with several rooms and the cancellation has a penalty.
  • You can’t cancel and none of the cases above apply.
  • The penalty applied doesn’t match the policy you expected, or you only want to charge part of it.
  • The guest is asking for a refund that doesn’t apply under the policy but you want to grant it as a goodwill gesture.
Don’t “duplicate” the reservation as a workaround to create a new one with the right dates and cancel the old. If there’s an invoice, payment, or OTA sync involved, the result can be an accounting mismatch that’s hard to unwind.