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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

Options menu (three dots)

In the top-right corner of the reservation detail, you’ll see a three-dots icon. Click it.
3

Select Cancel

From the options shown, pick Cancel. If the reservation has a linked payment, the system asks whether to keep a penalty or set it to zero.
4

Confirm

Confirm the cancellation. The reservation status changes to Cancelled and frees up availability for those dates.

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When the system blocks the cancellation

The Cancel button can appear blocked or the system can show a notice. The most common causes:
Roomdoo doesn’t let you cancel reservations that came from OTAs because the OTA is the source of truth. 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 a final invoice (not a proforma) has been issued for this reservation, the system blocks cancellation to preserve accounting integrity. The invoice has to be voided or corrected first.Don’t do it yourself — 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.

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Cancel with or without a penalty

When you cancel, Roomdoo offers two options:
  • No penalty: the reservation goes to 0 € and any previous payment is refunded or kept as credit.
  • With penalty: you apply a penalty (percentage or fixed amount) based on the cancellation policy of the rate.
If the rate has an automatic policy (for example, “100% if cancelled within 24 h”), Roomdoo applies the penalty by default. You can adjust it manually if the situation calls for it (VIP guest, force majeure delay, etc.).

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When to contact support

  • The reservation has a validated invoice or is part of a closed batch.
  • It’s a group with several rooms and the cancellation has a penalty.
  • The button is blocked and it’s not an OTA reservation.
  • 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.