Sometimes bookings need to be cancelled. This article explains how to cancel reservations and what happens when you do.

When to Cancel Bookings

Cancellations happen for various reasons:

  • Customer requests cancellation
  • No-show situations
  • Business closure (weather, emergency)
  • Double booking resolution
  • Customer communication issues

Cancelling a Booking

To cancel a booking:

  1. Find the booking in the calendar
  2. Click to open booking details
  3. Click Cancel or Cancel Booking
  4. Confirm the cancellation
  5. Booking status updates to "Cancelled"

Confirmation Required

Before cancellation completes:

  • Confirmation dialog appears
  • Shows booking details
  • Asks you to confirm
  • Prevents accidental cancellations

What Happens When Cancelled

Immediate Effects

  • Booking status changes to "Cancelled"
  • Time slot becomes available again
  • Calendar display updates
  • Resource (table/staff) is freed

Notifications

  • Customer receives cancellation email
  • Team receives notification
  • Dashboard reflects the change

Data Preservation

  • Booking record is kept
  • History preserved for reference
  • Shows in filtered views
  • Visible in booking history

Customer-Initiated Cancellations

Customers can cancel their own bookings:

  • Via link in confirmation email
  • Opens cancellation interface
  • One-click cancellation
  • You receive notification

Cancellation Restrictions

Some cancellations may be restricted:

  • Already cancelled bookings
  • Completed bookings
  • Past bookings (too late)
  • Within minimum notice period (if configured)

After Cancellation

The freed-up slot:

  • Immediately available
  • Can be booked by others
  • AI agent can offer the time
  • Shows as open on booking page

Cancellation vs No-Show

Handling Cancellation Requests

Cancellation No-Show
Customer notifies Customer doesn't show up
Advance notice After booking time passes
Status: Cancelled Status: No-Show (if marked)
Slot freed immediately May hold slot briefly

When customers request cancellation:

  1. Find their booking
  2. Verify their identity
  3. Process the cancellation
  4. Confirm completion to customer

Best Practices

  1. Act promptly — Free slots for other customers
  2. Send confirmation — Ensure customer knows it's cancelled
  3. Note the reason — Document why (optional)
  4. Check for alternatives — Offer rebooking if appropriate