Cancellation rules
Desk reservations and room bookings are free to cancel within an hour of being made and up to the day before; after that only the team cancels.
A cancelled booking drops out of occupancy and out of billing. The member cancels it themselves while the free window is open; after that only the team (front desk, admin, owner) cancels. A deadline of its own per room, such as 48 hours, cannot be set.
| Kind | Free when |
|---|---|
| Desk reservation | within an hour of being made, or while the reservation date has not arrived yet |
| Room booking | within an hour of being made, or while the booking date has not arrived yet |
| A date in a room series | like a single room booking, counted per date |
| An extra on a room booking | until its lead time; after that it stays charged |
Further cases:
- You can cancel any booking and any series yourself. The member gets an email about it.
- Only whole bookings are cancelled. Shortening or extending a room booking runs through Edit; the booking stays the same one.
- Once a room booking is running, the member changes it only in the first hour after making it. Shortening, moving and cancelling are then locked; the member sees "This booking is running. Shortening or cancelling now has to go through the space." and can still extend it while the room is free. The hour does not bind your team: you shorten, extend and cancel a running booking at any time.
- When a contract ends, the member's room bookings are cancelled from the day after the contract end. Dates covered by another contract are excepted. The member gets one summary email with a calendar cancellation per booking.
- If you end a whole series, dates outside the free window stay booked. See A series ends earlier than expected.
- For a guest booking without an account the server checks the same rule itself. The cut-off there is the start of the booking, not the start of the day. See Sell rooms online to guests.
- Fixed extras stay charged, whatever the cancellation. That includes one you make. A guest gets the rest refunded, a member finds the extra on their monthly invoice. See Lead time and cancellation for extras.