Cancel a direct reservation

This guide applies to direct reservations whose source is Holidario or offline. Do not use it as the cancellation procedure for Booking.com or Airbnb.

Cancellation is irreversible. It marks the event as cancelled, reopens the dates, and sets the reservation amounts to zero.

Before confirming#

1. Verify the reservation, source, and reference.
2. Confirm the request and guest identity through a channel accepted by your agency.
3. Review captured payments, invoices, payouts, and the applicable policy.
4. Decide separately whether a refund is due and who is authorized to execute it.
5. If the guest simply did not arrive, consider Mark a reservation as a no-show instead.

Cancel#

1. Open the reservation.
2. Under Actions, scroll to Danger zone.
3. Select Cancel reservation.
4. Read the complete notice about dates, amounts, refund, and payout.
5. If every detail is correct, confirm Yes, cancel once.

What happens and what does not#

• the reservation is marked as cancelled;
• its dates become available again;
• reservation amounts become €0.00;
• an associated direct booking request is marked as cancelled by administration;
• this action does not automatically issue a refund;
• a captured payment and a payout require their own authorized process.

Do not promise a refund merely because Holidario shows the reservation as cancelled.

Verify afterwards#

1. Confirm the Cancelled status.
2. Check that the dates are sellable in Holidario and connected channels.
3. Verify payment or refund state separately.
4. Retain evidence of the request and every financial action.

If channel state differs, do not recreate or cancel the reservation again. Escalate with reservation ID, reference, property, dates, and action time.

Expected result#

The direct reservation is cancelled once, availability is verified, and any refund is handled as a separate process.