Cancelling a booking removes it from active scheduling while preserving the record for your history and reporting.
When to Cancel vs. No Show
- Cancel when the guest contacts you before the trip to withdraw their booking.
- No Show when the guest does not arrive on check-in day without prior notice.
Both are final statuses, but they are tracked separately so you can distinguish between the two in your records.
How to Cancel
- Open the booking from the Bookings list.
- Click the Status dropdown and select Cancelled.
- Enter a Cancellation reason (optional but recommended for your records).
- Click Confirm.
The booking moves to Cancelled status immediately.
What Happens to Payments
Cancelling a booking does not automatically issue a refund. Any recorded payments remain on the booking. To return money to the guest:
- Open the cancelled booking.
- Click Issue Refund in the Payment Card.
- Enter the refund amount based on your cancellation policy.
Cancellation Policies
If you have cancellation policies configured in Settings > Policies, Hookset calculates the recommended refund amount based on how many days before the check-in date the cancellation occurs. For example:
- 30+ days before check-in: 100% refund
- 14-29 days: 50% refund
- Less than 14 days: No refund
The calculated amount is shown as a suggestion. You can override it and refund any amount you choose.
Cancelled Bookings in Your Records
Cancelled bookings remain visible in the bookings list with the Cancelled filter. They are not deleted. Room assignments and guide allocations are released automatically when a booking is cancelled.