Your cancellation policy may require quests to pay for some or all of their stay if they cancel within a number of days of their check in date.
The way to charge a cancellation fee really depends on if a deposit has been paid for the booking.
Charging a cancellation fee when a deposit has been made.
If the booking has been automatically cancelled by your channel manager see the ‘Rollback a booking that has been automatically cancelled’ section below before completing these steps.
If a deposit has been made for the stay and you need to charge a cancellation fee, you will want to refund the deposit amount applicable to your terms minus any cancellation fee.
Any payments taken amount will then be recording as the cancellation fee in the cancelled bookings final invoice.
Go to Bookings > click into the booking; then
From the Payments section of the booking, select the payment made; then
Select 'Refund'; then
Input the Date, Refund amount, and Reason for refund; then
Please note, by default the refund will go against the method the payment was made. If this was a credit card payment. the credit card will be refunded via your connected payment gateway.
If you want to refund to a different method, select 'Refund to a different payment method'Select 'Process Refund'; then
You may cancel the booking if you are happy with the booking detail.
The final booking would like something like the below example. In this example we refunded the deposit payment minus a $25 cancellation fee.
If Xero integrated, the final invoice will look similar to below.
Charging a cancellation fee against a stored card when a deposit has not been made.
If a guest cancels a booking and you have not taken a deposit, you may charge a stored card your cancellation fee.
In the booking click Add payment / create invoice
Adjust the Amount to match the Cancellation Fee
Click Process Credit Card.
Record cancellation fee as an Extra
If you want to record you cancellation fee as an Extra and as such this will be visible in the booking;
Go to Bookings > click into the booking > click Add extra/Add another extra
Enter Cancellation Fee for the Item Name
Enter the required cancellation fee as the Amount > leave the Quantity as 1
Click Add.
Rollback a booking that has been automatically cancelled
If a booking has been automatically cancelled by your channel manager the booking will be removed from the main Preno Grid. The booking will still be available in the Bookings tab.
To find a cancelled booking go to Bookings > change the Status filter from All Statuses to Cancelled then look for the booking.
Note: If you have a reference number for the booking, such as a channel manager reference number, you can enter this in the Search bar at the top of the Bookings tab.
Once you’ve found the cancelled booking you’ll need to roll the booking back before a Cancellation Fee can be added.
To rollback the booking
Click into the booking > click Rollback Booking in the top right corner > enter a Reason for undoing cancellation > click Rollback booking.
Once the booking has been rolled back you can add and charge for the cancellation fee using the steps in the ‘Adding and charging a cancellation fee’ section above.
Proceed to 'Cancel Booking' and input a reason for the cancellation for reporting purposes. This will be helpful with tracking any cancellation trends.