Ecommerce Platform | Cancellations

Ecommerce Platform | Cancellations


Our new Consumer Cancellation Feature will allow guests to cancel their bookings online without needing to contact the property directly.  This feature enhances satisfaction while streamlining property operations by empowering guests with more control over their bookings.

Important Notes:

  1. The ability to cancel/receive a refund will depend on the specific terms in the cancellation policy for the booking. This is either set up for your spa in EMS (previously known as Premier), your third-party providers for Rooms (Opera & Guestline) or within our ecommerce platform for Tables (ResDiary & Sevenrooms are supported).
  2. Our cancellations feature covers the most common cancellation scenarios but for any scenarios which are unique or if no cancellation policy has been set up, guests will be directed to the manual cancellation process which sends an email to the hotel with their cancelation request.
  3.  If the policy has changed since the original booking, the policy at the time of booking will be honoured.
  4. For your team, the cancellation policy will display within the order screen in our e-commerce platform as shown below.
  1. Guests can access a cancellation page (via a link within their confirmation email or by logging into their customer account online), which will let them know whether they can cancel their item/s and if they are entitled to a refund.
  2. You will receive an email whenever a guest makes a cancellation or a cancellation is attempted and has failed.

Spa

To use our cancellation feature for our spa module, your EMS software will need to be on version 2.13.36 (or newer) to utilise our cloud software. If you are on an older version, please upgrade your software by following this article:  https://support.journey.travel/portal/en/kb/articles/core-self-update-2-13-x or reach out to your account manager about moving to cloud!

Cancellations rely on the policy set up in EMS (previously known as Premier/Core). This policy will be displayed on the cancellation page, letting them know if they are entitled to a refund. To complete this, follow the below steps:
  1. Log into Manager
  2. Select Site
  3. Select Site Settings
  4. Select 'Booking Options' from the left-hand menu
  5. Under 'Booking and Tilling' entered the desired value into the two fields:
    1. "Charge for Cancellations Made Less Than X Hours Before Appointment at X Percent"
To enable this in our ecommerce platform: 
  1. Select Content from the left-hand menu
  2. Select Cancellation Policy
  3. Tick 'Enable Cancellations' under the Spa Header
Once the cancellation has been completed, it will be cancelled in both our ecommerce platform and within EMS. If a refund has been made, this will be posted to your PMS.


Rooms

Cancellations rely on the policy set up in the third-party system for each rate -
Guestline's support article on this can be found here.
For Opera, please reach out to Opera's support team for assistance if you are unsure how to complete this.

To enable this in our ecommerce platform: 
  1. Select Content from the left-hand menu
  2. Select Cancellation Policy
  3. Tick 'Enable Cancellations' under the Rooms Header 

Guestline Properties – Online Cancellations & Refunds

When a booking is cancelled online, the system will automatically process a guest refund through the ecommerce platform and cancel the booking within Guestline. However, for bookings that include a deposit or deferred payment, the deposit refund must be manually reconciled within Guestline, in accordance with Guestline integration process for any online bookings with a payment, including other channels.
​

Tables 

To enable this in our ecommerce platform: 
  1. Select Content from the left-hand menu
  2. Select Cancellation Policy
  3. Tick 'Enable Cancellations' under the Tables Header
  4. You will need to set the cancellation terms (hours) and whether a refund (deposit) will be returned or not.  This will be a blanket rule across all table bookings.
Once the cancellation has been completed, it will be cancelled in both our ecommerce platform and within ResDiary.

    • Related Articles

    • Ecommerce Platform | Rates | Set up a minimum lead time restriction

      You may want to set up a minimum lead time restriction for your rates. For example, you have a rate that includes an experience and you'd like some extra time to schedule or prepare this for the guest. How to set up a minimum lead time restriction in ...

    • Ecommerce Platform | How to issue a refund

      This article will guide you through the correct way to make a refund through the ecommerce platform. See the steps below or the accompanying video at the bottom of this page. IMPORTANT: The cancellation for the booking will need to be done directly ...

    • Ecommerce Platform | How to create a dynamic package

      You can now create fully integrating dynamic packages on your storefront for Rooms, Spa and Tables! Initial Set up PMS Setup Set up the rate in the PMS for the package. EMS Setup The spa component of an overnight dynamic package must be set up in EMS ...

    • Ecommerce Platform | How does a guest cancel their order?

      If a guest wishes to cancel an order that has been placed via ecommerce platform, then any cancellation should be performed within both ecommerce platform AND the third-party system. Customers are only able to request a cancellation over the phone, ...

    • Ecommerce Platform | SynXis | Guarantee policy

      If you need assistance creating a new guarantee policy, please reach out to your account manager at your SynXis reseller. Or search in the help guides within your SynXis CRS. Please note: If using SynXis CRS for anything else (GDS/IDS/Channel ...