Occasionally, you may need to cancel a booking on behalf of a guest.
Before you cancel
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Canceled bookings can’t be reactivated — even after a hold period expires. Always create a new booking if needed.
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To change items, edit the booking instead of canceling.
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If payment was made, refund the guest before canceling.
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Bookings can only be canceled after all items are refunded from POS.
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Use Venue Manager to cancel without refunding (eg if the guest isn’t entitled to one).
Once canceled, the space becomes available for other guests.
Find the guest booking
From Venue Manager, you can search for and select a guest's booking by typing their Name or Booking ID in the main menu search field.
Cancel the booking from Venue Manager
From the guest booking, select the options menu (3 dots) at the top right, then select Cancel booking. A pop-up asks you to confirm this, as it cannot be undone.
After canceling
- The booking status updates to Canceled
- All tickets and reserved spaces are released and available for sale
- If the booking had an active payment link, it expires automatically. Payment links are also automatically tracked as canceled.
Invoices must be manually marked as canceled in the activity stream — otherwise, they will still show as pending in the Invoices report.