Cancel a confirmed reservation from your Amenitiz admin or mobile app. Availability is freed up automatically and any scheduled guest emails for that booking are stopped. Refunds and OTA cancellations are not automatic — handle those steps yourself.
Before you start
Cancellation is final. Once cancelled, the reservation cannot be restored.
Refunds are not automatic. If the guest already paid, you have to issue the refund manually. See how to refund a payment.
OTA bookings (Booking.com, Expedia, Vrbo): always cancel in the OTA extranet first. Cancelling only in Amenitiz won't update the OTA — the booking will keep showing as confirmed there.
Airbnb is different. You can cancel an Airbnb reservation from Amenitiz and it updates Airbnb. A fee preview is shown first.
Guests can't self-cancel via Amenitiz. For direct bookings, you cancel on their behalf. For OTA bookings, the guest cancels from the OTA — the cancellation then syncs to Amenitiz automatically.
Cancel from the admin (web)
Go to Reservations in the sidebar, or open Planning → Calendar.
Click the reservation to open its details.
Click the three dots at the top right and select Cancel the booking.
In the modal, optionally tick Send a cancellation e-mail to notify the guest (direct bookings only). Click Cancel the booking to confirm.
Cancel from the mobile app
Open the app and find the booking under Calendar.
Open the booking, tap the three dots and choose Cancel the booking.
Important rules
Cancellation is final — there is no restore action.
Availability is re-opened automatically. You don't need to manually free up the room.
Scheduled guest emails (pre-arrival, post-stay) for that booking are automatically cancelled.
Card authorisations (pre-auth holds) are released automatically. Completed charges are not refunded automatically — you issue the refund manually.
OTA reservations (except Airbnb) should always be cancelled from the OTA side first. Airbnb reservations can be cancelled from Amenitiz.
FAQs
Will the guest get a refund automatically?
No. Cancelling a reservation does not refund any payment that was already taken. Issue the refund manually from the Payments tab on the reservation, or via your payment provider.
I cancelled an OTA booking in Amenitiz but Booking.com still shows it as active. Why?
For Booking.com, Expedia and Vrbo, cancelling in Amenitiz does not push the cancellation to the OTA. Always cancel in the OTA extranet first — the cancellation will then sync to Amenitiz automatically. Airbnb is the exception (see below).
Can I cancel an Airbnb booking from Amenitiz?
Yes. Airbnb reservations can be cancelled directly from Amenitiz, and the cancellation is sent to Airbnb. You see Airbnb's host-cancellation fee before you confirm.
Can the guest cancel their own booking from a confirmation email?
No. Amenitiz does not give guests a self-cancellation link. For direct bookings, the guest must contact you. For OTA bookings, the guest cancels via their OTA account.
I cancelled by mistake — can I un-cancel?
No. Cancellation is final. Re-create the booking manually if you still need it.
Does cancelling stop the automated emails to the guest?
Yes. Any scheduled automated emails for that booking (pre-arrival reminders, post-stay messages) are automatically cancelled.
I cancelled but the room still shows as booked on the calendar. What's going on?
Refresh the page. If the room is still showing as booked after a refresh, the cancellation may have failed — contact support with the booking ID.
A cancelled booking still shows an amount due. Why?
Cancelling frees the room, but it doesn't change the booking's price or remove its charges. If the guest hadn't paid in full, the booking keeps its amount due and still appears in the Unpaid bookings report.
That is correct if the guest still owes you something, for example a cancellation fee. If they owe nothing, remove the charges they shouldn't pay, such as the nights or the city tax, from the reservation. The amount due drops to zero and the booking leaves the report.