Can I cancel a reservation?

No, you can’t cancel a reservation. When a guest makes a booking, their reservation is confirmed immediately.

If a guest contacts you in order to cancel their booking, please advise them to do this via their confirmation email or profile. Guests can find this link on their confirmation.


For help on what to do when you have an overbooking, please contact the Customer Service team.


If the guest hasn’t shown up, mark the reservation as a ‘no-show’ in the ‘Reservations’ tab in the extranet.

Invalid credit card:

For information on what to do when the guest has an invalid credit card, please contact the Customer Service team.

Back to Home

Can't find what you're looking for?

You can easily find the information you need by sending us a message via your Extranet inbox. We'll receive it immediately and aim to respond within 24 hours. For immediate assistance, you can call us on any of the phone numbers that you'll find listed in your inbox.