If you have no option but to cancel a booking, providing customers with early cancellation notification is of the utmost importance since booking cancellations harm customer satisfaction and trust. You can cancel your bookings directly on the list of bookings in the Supplier Administration, or by using the contact form. 

If you’re able to offer an alternative date and if the activity hasn't started yet, first contact customers outside the tool and offer the alternatives. Once you have contacted the customers, inform us during the self-cancellation process that [a] there is an alternative date and [b] customer's decision regarding that alternative, or if you haven't heard back from them. At the same time, you’ll be able to stop accepting bookings for the selected time slot.

If you indicate that customers accepted the alternative, your request will be processed by our Customer Service team, the booking will be rescheduled to the new date and a new confirmation email will be sent to customers.

If you indicate that customers didn't accept the alternative date or didn't reply to your contact, the booking will be canceled automatically and customers will be informed accordingly.

To cancel a booking from the Supplier Administration

1. Log in to Supplier Management > Go to the >  Booking report > actions > cancellation 

2. Filter the stone that you want to cancel by pressing Cancel > After that the customer will receive a notification to update the reservation to cancel, but before proceeding with that, you as a supplier must inform us of the reason for the cancellation by opening a ticket from Here so that we study the situation and offer the customer alternatives or refund the money