Cancelling a Booking
Sometimes you need to cancel a reservation — whether due to a guest request, property issue, or other circumstances. OnSeason makes the process straightforward and gives you control over the refund.
Find the reservation — Go to Bookings in your dashboard and locate the reservation you need to cancel. You can search by booking code or guest name.
Open the detail panel — Click on the reservation to open its detail panel.
Click Cancel Reservation — In the detail panel, click the "Cancel Reservation" button to start the cancellation process.
Choose your refund option — Select how much to refund the guest: Full refund, Partial refund (you choose a percentage from 1-99%), or No refund.
Add a reason (optional) — Enter a cancellation reason for your records. This is optional but recommended so your team has context for why the booking was cancelled.
Confirm the cancellation — Review your choices and confirm. The reservation status changes to Cancelled immediately.
Cancellations cannot be undone. Once a reservation is cancelled and a refund is issued, it cannot be reversed. Double-check the booking details before confirming.
Refund Options
When cancelling, you have three refund choices:
Full refund — The guest receives the entire booking amount back. Use this when cancelling due to property issues or when offering maximum goodwill.
Partial refund — The guest receives a percentage of the booking amount back (you choose 1-99%). Useful when a cancellation fee applies or for late cancellations.
No refund — No money is returned to the guest. Applies for no-show situations or non-refundable bookings.
Refunds typically take 5-10 business days to appear on the guest's bank statement. The refund is processed immediately through Stripe, but each bank has its own processing timeline. Let your guest know they should allow up to 10 business days.
What Happens When You Cancel
When you confirm a cancellation, several things happen automatically:
Reservation status changes to Cancelled in your Bookings list
Refund is processed via Stripe (if you chose full or partial refund)
PMS is updated — if the booking was synced to your PMS through Calry, the reservation is also cancelled there
Guest is notified — a cancellation email is sent to the guest automatically
Records preserved — the booking remains visible in your list with Cancelled status, so you always have a complete history
Only Confirmed reservations can be cancelled. Completed bookings (past stays) or already-cancelled reservations cannot be cancelled again.
Cancellation Policies
Your cancellation policies determine the default refund terms for guest-initiated cancellations. You can configure your policy in Bookings > Policies — see Set your cancellation policy for details.