Cancelling a Reservation

Occasionally, a guest will request the cancellation of a reservation. Depending on the type of reservation, different approaches are required to do so.

Bookings made direct through our reservations team or the Hotel Grand Chancellor Website need to be cancelled directly through us, whereas reservations made through an OTA need to be cancelled through the relevant website.

Identifying Direct Bookings

To determine if a booking was made directly, or through the hotel website, check the following:

• The Group Name / Company will be listed as PRIVATE BOOKING or HGC WEBSITE.
• Under the Security Audit tab, you'll see that hotel staff created the reservation.

To Cancel A Direct Booking:

1. Locate the reservation in iHMS using either the guest's name or folio number.
2. Right-click on the reservation and select Cancel Reservation.

3. A pop-up window will appear. Select "Cancelled by guest" from the dropdown box.
4. Click "OK" to confirm the cancellation in iHMS.

Cancellation Policies for Direct Bookings

Direct reservations can be cancelled without penalty, depending on the rate booked:

• BAR rate: Cancellations are permitted up to 2:00 PM one day before the arrival date.
• SAVER rate: No cancellations or date amendments are allowed.
• Corporate rates: Cancellations are permitted up to 2:00 PM one day before the arrival date.

To Cancel A Booking Made Externally:

• Identify which OTA the booking was made through:
• Check the "Group Name/Company" column on the Arrivals page.

• Open the folio and check the "Company" noted on the folio.


• For Booking.com Reservations:
1. Copy the Voucher Number from the guest folio

2. Sign into the Booking.com extranet & paste the voucher number into the search bar.

3. To the right of the screen, there will be an option to cancel the reservation.

4. if the reservation is due to check in in the next 24-48 hours, you will receive this pop-up:



5. Reservations checking in with more than two days notice can be cancelled by selecting "Request to cancel reservation", then checking the "Guest has requested cancellation" option and sending the cancellation request.

• For Expedia.com Reservations:
1. Copy the Voucher Number from the guest folio


Note:

When copying the voucher number of an Expedia reservation, only copy the numbers.

2. Sign into the Expedia.com extranet & navigate to the "Reservations" tab on the left sidebar.

3. Paste the voucher number into the search bar & ensure the correct dates are selected.

4. Select the reservation you need to cancel. it will open up in a sidebar to the right

5. Scroll to the bottom of the sidebar and select "Cancel Reservation"

6. The below window will pop up. Select the reason "Guest requested", then check that you understand that there are consequences to cancelling a reservation.

7. When ready, click "Submit".