Click here for a tutorial of the RDPWin Cancel Individual Res.

Cancel Individual Reservation Screen

Important: If a reservation has already been checked-in, it cannot be cancelled. It must first be Unchecked-In. The Cancel Reservation screen displays individual reservation information. The Reservation Header displays in read-only format. For specific detail, see with deposit and without deposit. Click Cancel Groups for additional help.

With Deposit

Highlight the reservation to be cancelled and click Cancel from the Options menu. If the selected reservation has a deposit on file, the cancellation screen lists all deposit transactions and any additional charges that to be deducted from the deposit. If the property has a cancellation policy (defined on Configuration | Cancel tab) and if the amount calculated is greater than the deposits received, an error message is displayed. It specifies that the calculated forfeit is greater than the deposit transactions and requests the user to view the cancellation screen and change the reservation. In this mode, the only option available is to close the form and correct the reservation by either posting an additional deposit amount or remove any additional charges from the reservation. Once the error dialog has been confirmed by clicking "OK", the system displays the cancellation screen with the deposit transactions and additional charges to be deducted from the deposit.

Cancellation Number

If the selected reservation has a Paid Deposit on file, the Cancellation Number will be near the bottom of the Cancel Reservation screen. If no deposit is on file, the system display the Cancellation Number and prompt for Cancellation Reason. The system assigns a Cancellation Number from 1 - 999,999 automatically, and increments by one with each completed cancellation. When the system reaches 999,999 the numbering system will restart at 000,001.

Cancellation Reason

The Cancellation Reason prompt is displayed at the bottom of the Cancel Reservation screen. The system will display the Cancellation Number and prompt for the cancellation reason. This mandatory field is free text and can hold up to 20 characters. Once the reason is entered, click the Save button to complete the Cancel process.

Default Refund

When a deposit exists on the reservation, the system calculates the amount to be refunded based on configuration and displays the read-only amount. When a policy has not been configured, then this field displays as "0.00". Click the Reset button to set the Amount field to the default refund amount when the refund radio button is selected.

Refund Type

When the Refund Option is set to None, no types are displayed. When the Refund radio button is clicked, set the refund type using the Cash, Check, or Credit Card radio buttons. Properties can also define two more types. RDPWin's demo data sets the types to Misc and Wire. These labels can be changed by the system administrator or others with similar security access.

When Cash is selected, enter the Amount.

When Check is selected, enter the Amount and check the "Place check in print queue" box if printing checks through RDPWin. When Check Vouchers is run, any refund checks in the queue are included in the batch. Alternatively, properties can design a report to track all needed manual checks.

When Credit Card is selected and the property does not have access to SDC, click the Credit Card radio button and check the Manual (No SDC) checkbox. Without SDC, refunds must be manually processed. Properties with SDC should click the Credit Card radio button and swipe the credit card to automatically process the refund. Enter the CID. Swiping the card automatically places the authorization number in the Auth# field. For telephonic cancellations, the number can be entered manually or, if a card number was taken when the reservation was made, that number is stored in the system.

When Wire is selected, make a call to the banking institution(s) at the time of cancellation, or properties can design a report showing all refunds by wire and process them at a later time.

Amount

When a deposit exists on the reservation, the system automatically completes this field with the Default Refund amount; however, this field can be changed to any amount equal or less than the total amount(s) deposited on the folio.

Deposit Paid

- Non-Refundable (VP/SDP/maybe OtherCharges)

- Forfeit OR Held Deposit (one or the other)
Refund Amount

For example, a reservation is booked and payment taken for both VP and SDP. The reservation has a rate of $100 per night and includes VP $73.52 and SDP $69. Payment is taken at the time of booking for the VP and non-refundable SDP coverage as well as a $200 advance deposit. When the guest calls to cancel, the screen should display as shown below. The SDP is non-refundable, the VP amount can be forfeited or held for a later reservation, and the deposit refunded in the same payment manner as taken (in this case a check). The screen below shows that the VP amount will be forfeited instead of held use later.

VPSDPrestricted as noted

Deposit: If a deposit exists on the reservation, any and all deposits filed on the folio are added together and displayed in this read-only field.
Refund: If a deposit exists on the reservation, the system calculates the amount to be refunded (if selected) based on those policies. The amount to be refunded is displayed in this read-only field.
Forfeit: If a deposit exists on the reservation, the system calculates the amount to be forfeited (if selected) based on those policies. The amount to be forfeited is displayed in this read-only field.
Held Deposit: When Display 'Held Deposit' Option on Cancellation Screen is checked, the system holds deposits on cancelled reservations for a defaulted period of 12 months. Guests can then call and make a reservation for another stay without actually forfeiting the deposit on record. These held deposits are handled using the Process Held Deposits function in the Reservations main menu.

Save Button

Once all cancellation information has been entered, click the Save button. The system automatically does the following:

Increase Availability by one for the dates of the cancelled reservation;
Update the Last Changed By fields (logon and date) on the Miscellaneous tab of Change Reservation screen with the user's logon information;
Change the reservation type to Cancelled;
Disable the Cancel Reservation button; and
Return the user to the Change Reservation screen. Once the Change Reservation screen is closed, the Arrivals list is refreshed and no longer includes the reservation just cancelled.

Close Button

To abandon all refund and cancellation information (before saving), click the Close button. The system will return the user to the Change Reservation screen.

Without Deposit

Highlight the reservation to be cancelled and click Cancel from the Options menu. The Cancel Reservation screen opens and displays the basic reservation information, the assigned Cancellation Number, and offers access to Folio, Itinerary, and Notes in the main menu.

Cancellation Number: When the selected reservation has no deposit on file, the system displays the Cancel Reservation screen and prompts for Cancellation Reason. The system assigns a Cancellation Number from 1 - 999,999 automatically, and increments by one with each completed cancellation. When the system reaches 999,999 the numbering system will restart at 000,001.
Cancellation Reason: when the selected reservation has no deposit on file, the system displays the Cancellation Reservation and prompts for the Cancellation Reason. This mandatory field is free text and can hold up to 20 characters. Once the reason is entered, click the Save button to complete the Cancel Reservation process.

Continue With / Choose Next Option

After a reservation is cancelled, the system displays a confirmation and offers the ability to choose where to go next within the system. Cancellation Confirmation options available are Print, Preview, or E-mail. If the reservation does not have an e-mail address, the system offers the chance to enter one. If yes, the Change Guest Master screen displays to allow the user to enter and save the e-mail address. If No, the "e-mail cancellation confirmation" process is cancelled and the "Continue with" screen remains open. "Choose where to go next" options are Find Res, This Res, Arrivals, In-House, and Departures.

Confirmations: E-mail, Print and Preview: Click to e-mail, print, or preview the configured confirmation type. In the case of the Cancel screen, the designated report on the Confirmation Settings tab for Confirmation Type = CancelledRes is the confirmation used for this purpose.

Step-By-Step Instructions

Cancel Individual Reservation with No Paid Deposit

Select a reservation in Arrivals click Cancel from the Options panel.
Click the Cancel Reservation button.
Enter Cancellation Reason (mandatory).
Click Save button.
The Cancel Reservation screen closes and the Continue With screen is displayed.

Refund Paid Deposit and Cancel Individual Reservation

Select a reservation and click Cancel from the Options.
Any deposit on file is displayed. Choose Refund. The Default Refund amount is displayed.
Choose the refund type: Credit Card, Cash, Check etc.
Enter refund Amount, if any. (If by Cash or Wire, enter the refund Amount. If by Check, then check the "Place check in print queue" box. If by credit card (manual or via SDC), enter the card Number, Expiration Date (mm/yy), and Amount to be refunded. If the reservation already has credit card information, confirm the card number already displayed on the screen. If Miscellaneous, then enter the Amount and Description.)
Enter a brief Cancellation Reason.
Click Save.
Review the Cancel Reservation notice. Click Yes to continue.
The Cancel Reservation screen closes and the Continue With screen is displayed.

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Last Updated 04/11/2008