Overview
Cancellations are an inevitable part of vacation rental management. Boom PMS provides a structured process to cancel reservations while properly handling refunds, reopening availability, and maintaining accurate records.
How to Cancel a Reservation
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Open the Reservation
Click on the reservation in the calendar or find it through search
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Click Cancel
Find the Cancel button in the actions menu or header
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Select Cancellation Reason
Choose why the reservation is being cancelled
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Configure Refund
Decide on refund amount based on policy or situation
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Confirm Cancellation
Review details and confirm to process
Cancellation Reasons
Tracking why reservations are cancelled helps identify patterns and improve your business:
| Reason | Description | Typical Refund |
|---|---|---|
| Guest Request | Guest asked to cancel their booking | Per cancellation policy |
| No Show | Guest didn't arrive and didn't communicate | Often no refund |
| Property Unavailable | Maintenance, damage, or other issue | Full refund |
| Double Booking | Scheduling conflict (should be rare) | Full refund + compensation |
| Payment Failed | Could not collect payment | N/A (no payment received) |
| Policy Violation | Guest violated house rules or terms | Per policy |
| Other | Custom reason with notes | Case by case |
Refund Options
Refund Amounts
| Option | Description |
|---|---|
| Full Refund | Return 100% of all payments received |
| Per Policy | Calculate based on your cancellation policy and timing |
| Partial Refund | Specify a custom amount to refund |
| No Refund | Keep all collected payments |
Refund Methods
- Original Payment Method - Return to the card or account used
- Credit/Future Stay - Issue a credit for future booking
- Alternative Method - Process via different means (bank transfer, check)
What Happens When You Cancel
Immediate Effects
- Status Change - Reservation marked as "Cancelled"
- Availability Reopened - Dates become available for new bookings
- Calendar Updated - Reservation bar changes to cancelled style
- Channel Sync - Cancellation sent to connected OTA (if applicable)
Financial Updates
- Refund Processed - If configured, refund is initiated
- Ledger Updated - Financial records adjusted
- Owner Statement - Owner payouts recalculated
Related Items
- Tasks Cancelled - Associated cleaning/maintenance tasks are flagged
- Notifications Stopped - Automated messages for this booking cease
- Timeline Logged - Cancellation recorded in reservation history
Channel-Specific Considerations
Direct Bookings
Full control over cancellation and refund terms. Apply your own policies.
Airbnb
- Guest-initiated cancellations should be done through Airbnb
- Host cancellations may incur penalties
- Refund handled by Airbnb based on their policy
Booking.com
- Cancellation syncs to Booking.com extranet
- Verify cancellation policy is correctly applied
- Handle refunds through Booking.com if prepaid
VRBO/Expedia
- Cancellation processed through HomeAway/VRBO system
- Refunds typically handled at channel level
Best Practices
- Communicate promptly - Notify guests of cancellation immediately
- Follow your policy - Be consistent with stated cancellation terms
- Consider rebooking - Offer alternative dates when possible
- Update tasks - Cancel or reassign any related operational tasks
- Monitor availability - Watch for rebooking opportunities
Reversing a Cancellation
If a cancellation was made in error or the guest changes their mind:
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Open the Cancelled Reservation
Find it through search or filters (include cancelled status)
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Click Reinstate/Restore
This option appears for recently cancelled bookings
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Verify Availability
Ensure dates haven't been rebooked by another guest
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Process Payment
Re-collect payment if refund was issued
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