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, either set up for your spa in EMS (previously known as Premier) or your third-party providers for Rooms (Opera & Guestline) and Tables (ResDiary & Sevenrooms).
  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.
  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.

Spa

Cancellations rely on the policy set up in EMS (previously known as Premier/Core). This policy will display 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


Rooms

Cancellations rely on the policy set up in the third-party system -
Guestline's support article on this can be found here.
For Opera, please reach out to Opera's support team as 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 

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.

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