EMS - Cancelling a Booking

EMS - Cancelling a Booking

⏱ Estimated time: 2–3 minutes
👤 Role: Reception / Front Desk

What you’ll learn

  • How to locate an existing booking

  • How to cancel a booking with or without refunding a deposit

  • How to record a cancellation reason and contact method

When should I use this?

Use this option when you’re speaking to a guest and want to cancel their booking. Depending on your cancellation policy you will be able to refund or retain the booking deposit. 

Before you start

  • Ensure you are logged into Journey EMS

  • Confirm the guests lead name and confirm cancellation policy for the booking.

Step-by-step: Cancelling a guest booking

1. Open bookings

  • From the navigation panel, click Bookings

2. Find the booking

  • Search for the booking using:

    • Guest name, or

    • Booking reference

  • Select the correct booking from the results


IdeaTip: If you’re unsure which booking is correct, open the booking to review the service date and time before cancelling.

3. Start the cancellation

  • In the top-right corner of the booking, click Cancel booking

4. Choose how to handle the deposit

You’ll be prompted to choose one of the following options:

Option A: Proceed with refund

  • Click Proceed with Refund

  • When the POS opens, select the payment method to refund

  • Complete the refund as normal

Option B: Continue without refund

  • Click Continue without Refund to retain the deposit


AlertImportant: Always follow your property’s cancellation and refund policy when choosing an option.

5. Confirm cancellation details

  • Select a cancellation reason

  • Choose the contact method:

    • Phone

    • Email

    • In person

  • Add any additional notes if required

6. Complete the cancellation

  • Click Confirm Cancellation to finalise the process

✅ The booking is now cancelled.

Common questions

Can I cancel a booking without refunding the deposit?
Yes. Select Continue without Refund when prompted.

Can I add notes explaining why the booking was cancelled?
Yes. Notes can be added before confirming the cancellation.

  • TBC

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