Cancel a Reservation

You can cancel a reservation at any time prior to the guest's check in. To cancel a reservation, select the Cancel button from the Reservation Options menu. (The Reservation Options menu is accessible from the Reservation screen.) Note, on a canceled reservation, all fields on the Reservation screen are grayed out and cannot be edited.

The Reservation Search screen also has a Cancel button, which is available when you highlight the reservation that has not yet been checked in.

When you select the Cancel button, the Cancellation screen appears. Provide the following information on this screen:

Reason. Select the down arrow to display the Cancellation Reasons list of values. Select the reason for this cancellation. Once you make a selection, the reason Code appears in the Reason field on the Cancellation screen and the related Description appears in the text entry area below it. This text can be edited to add further explanation.

Select the OK button to cancel the reservation. When you have done so, a message displays the cancellation number assigned to this cancellation.

When the cancellation message is displayed, the time configured for the cancellation rule is displayed. When a reservation is made that already falls within the penalty time and is canceled, then the time component is the time that the cancellation rule is attached to the reservation.

Cancellation History Grid

The cancellation history grid shows any previous cancellations of this reservation. The following details are provided:

Cancel No. The system- assigned cancellation number assigned to this cancellation.

Code. The cancellation reason code for the reason assigned to the cancellation.

Description. The description associated with the cancellation code.

User. The OPERA User ID for the agent who canceled the reservation.

Date. The date when the reservation was canceled.

Note: The cancellation history shown on the Cancellation screen is only for the current reservation. In other words, if this reservation has been canceled in the past, then reinstated, then canceled again, the Cancellation History will reflect this activity. To see the full cancellation history for the guest, (that is, all the guest's past canceled reservations), select Reservations > Update Reservation to display the Reservation Search screen. Enter the guest's last name in the Name field. Select the Advanced button. From the advanced options, select the Cancellation option button to search for the guest's canceled reservations. The Reservation Search results will list all past canceled reservations for the guest.

Canceling a Reservation with a Deposit

A reservation that has a deposit payment attached can be canceled if the RESERVATIONS > CANCEL WITH DEPOSIT application parameter is set to Y. If this parameter is set to N, you will be prompted to adjust the deposit to zero by accessing the Deposit/Cancellation screen (Cashiering > Cashier Functions > Deposit/CXL, or via the reservation Billing screen) before the reservation can be canceled.

If the CASHIERING > AUTO DEPOSIT CANCELLATION REFUND application parameter is set to Y when you cancel the reservation, the Payment screen appears allowing you to make a refund. You can process a refund or close the Payment screen without refunding the deposit.

Cancellation Penalties and Deposit Refunds: Messages and Behaviors

A Cancellation message such as the following advises you when the cancellation of a reservation that has a cancellation rule attached takes place after the cancellation penalty becomes effective: "This reservation should not be canceled after <cancellation_penalty_date_and_time>. Canceling this reservation after this date may result in a penalty amount of <penalty_amount>. Do you wish to continue?" (You are prompted to select Yes to continue or No to halt the cancellation.) In addition, a Deposit message such as the following may appear when a deposit has been paid on the reservation being canceled: "<Guest's name> has a deposit. Do you wish to continue?" (You are prompted to select Yes to continue with the cancellation or No to halt the cancellation.) Depending on whether the CASHIERING > AUTO DEPOSIT CANCELLATION REFUND application parameter is set to Y, several screen sequences are possible to assist with deposit handling if you choose to cancel the reservation. The following table summarizes the expected messages under various circumstances.

Auto Deposit Cancel Refund Parameter Active?	Deposit Paid?	Cancellation Penalty In Effect?	Deposit Message?	Cancellation Penalty Message?	*Deposit Refund Screen?
Yes	Yes	Yes	Yes	Yes	No
Yes	Yes	No	No	No	Yes
Yes	No	Yes	No	Yes	No
Yes	No	No	No	No	No
No	Yes	Yes	Yes	Yes	No
No	Yes	No	Yes	No	No
No	No	Yes	No	Yes	No
No	No	No	No	No	No

Deposit Refund Screen

You are taken to the Deposit Cancellation screen’s Deposit tab with the Payment screen overlaid. This screen is pre-populated for posting a refund of the deposits paid. The Amount field automatically shows a negative amount equal to the total amount of the deposits for the reservation. The Payment screen auto-populates with the payment method used for the deposit payment, provided a single credit card payment method (EFT) was used. Otherwise, this field is left blank. You can change the payment amount and payment method as necessary. You can also close the Payments screen without posting a refund. (See Additional Considerations, below, for more information.)

Additional Considerations

When a deposit refund is due to the guest and the Payment screen appears, the credit card information and amount will not auto-populate if multiple deposit payments were made using the same credit card, or if more than one credit card (or a credit card and some other payment method) was used to pay the deposit. The payment method and amount will also not auto-populate on the Payment screen if the deposit payment method was non credit card. You must manually enter the Payment Method and Amount in these cases.
The CASHIERING > DEPOSIT REFUND PAYMENT TYPE CHANGE application parameter determines whether you can change the payment type on the Payment screen when making a deposit refund. If the parameter is set to Y, you can change the payment type.
When refunding a Deposit, the Reference field becomes mandatory and at least a 6 character reference must be entered when the CASHIERING > MANDATORY REFERENCE FOR NEGATIVE PAYMENT application parameter is set to Y for any payment type, including credit cards. But, the Reference field is also mandatory for a negative credit card payment when the CASHIERING > CREDIT CARD REBATE VALIDATION application parameter is set to Y.
The CASHIERING > CREDIT CARD REBATE VALIDATION application parameter determines whether you can refund a deposit to a credit card number if the deposit amount is greater than the amount of charges already posted against that credit card. If the parameter is set to Y, you are prevented from refunding a deposit to the credit card if the deposit is greater than the total amount of all charges already posted to that card on this reservation; if set to N, no validation of refund amounts to this card number will take place.
Note: Regardless of whether the CASHIERING > AUTO DEPOSIT CANCEL REFUND application parameter is active, if no deposit was requested and no deposit was paid, neither the Cancellation message nor the Deposit message are displayed upon canceling of the reservation.

Note: If a reservation having a deposit rule attached is canceled and later reinstated, the deposit rule will again be enforced.

Other Messages

Under certain conditions, you will receive a message when canceling a reservation:

If the reservation you are canceling is sharing with other reservations, the following message appears when you select the OK button on the Cancellation screen: '<Guest's name> is sharing with <guest's name>. Cancel <guest's name> as well?' Select Yes to cancel the sharer's reservation.

If the reservation you are canceling is part of a suite of connected rooms, the following message appears when you select the OK button on the Cancellation screen: "This reservation has connecting suite(s) <room number(s)>. Are you sure you want to cancel these connecting suite(s)?" Select Yes to also cancel reservations for all connecting suites.

If you are canceling a group master (PM) reservation and a cancellation rule applies to all reservations in the group, a message notifies you that a cancellation rule applies and allows the option of canceling all reservations in the group without further prompts.

If you are canceling a reservation that has Traces attached to it, the following message appears when you select the OK button on the Cancellation screen: "Associated Trace(s) found. Would you like to keep all traces for guest <guest's name>." Select Yes to keep the traces for the guest.

When the OPS/OPC<version number> Sales and Catering license is active, you cannot cancel a reservation if the reservation was created by booking a "Can Be Meeting Room" room that is also a function space for an event linked to the booking.

Canceling Sharers

If the guest is sharing with other reservations, a message prompts you to indicate whether you want to cancel each of the sharing reservations as well. If you do want to cancel share reservations, an individual cancellation number is provided for each canceled sharer.

Room Status Updates for Assigned Rooms when a Reservation is Canceled

When a reservation is canceled on the day of arrival and the reservation already has a room assigned, OPERA determines the updated housekeeping room status for the arrival room by checking the ROOMS MANAGEMENT > UPDATE NO SHOW/CXL ASSIGNED ROOM STATUS application setting. The room status for this setting is assigned to the room unless the room already has a lower housekeeping room status. For example, if the room status of the arrival room is Inspected, and the UPDATE NO SHOW/CXL ASSIGNED ROOM STATUS is Pick Up, the updated room status becomes Pick Up.

The hierarchy of housekeeping room statuses, from highest to lowest, is as follows:

Inspected (available when the ROOMS MANAGEMENT > INSPECTED STATUS application function is set to Y)
Clean
Pick Up (available when the ROOMS MANAGEMENT > PICKUP STATUS application function is set to Y)
Dirty

If no value is selected for the UPDATE NO SHOW/CXL ASSIGNED ROOM STATUS application setting, the room status of the assigned room is not updated.

This feature accommodates properties that pre-assign room numbers for arrival reservations, and place amenities in the room or provide turndown service. If the reservation is canceled, it becomes necessary to change the room status of these rooms so that they can be flagged for the attendant to clear any amenities or turndown service.

Note: The room status update for a cancellation on the day of arrival does not apply if the room is currently assigned to a checked in reservation, or if there are other Due In sharing reservations assigned to the room.

Note: When the UPDATE NO SHOW/CXL ASSIGNED ROOM STATUS application setting is used, the room status for no show reservations having an assigned room is updated during end of day processing.

Mass Cancellations

If you find that you need to cancel a number of reservations (for example, all reservations having a specific reservation type), the fastest way is to use the mass cancellation feature.

To access the mass cancellation feature, select Reservations > Reservation Update to display the Reservation Search screen. Select the Advanced button. Select the Mass Cancellation check box.

Use the search criteria on the Reservation Search screen to identify those reservations you want to cancel. For example, use the Block ID to find all reservations belonging to a particular business block. Or use the Arrival From date field, the Arrival To date field, and the Reservation Type LOV to find all Non-Guaranteed reservations for today. Be as specific as possible in selecting your search criteria.

Note: You must cancel all or none of the reservations returned by your reservation search. You cannot select individual reservations from the search results grid when you use the Mass Canl button.

On the Search Results screen, highlight a reservation and select the Mass Canl button. (This button is only available if you have selected the Mass Cancellation check box on the Reservation Search screen.) The Cancellation screen appears. Select the down arrow in the Reason field to display the Cancellation Reasons list of values. Choose the reason for this mass cancellation.

Note: The reason you select here will be applied to all cancellations in this mass cancellation.

Once you make a selection, the reason Code appears in the Reason field on the Cancellation screen and the related Description appears in the text entry area below it. This text can be edited to add further explanation.

Select the OK button to begin the mass cancellation. As each of the reservations listed in the search results grid is canceled, a message displays the cancellation number assigned. Other messages may appear, as described above, if there are sharers or cancellation rules applied to the reservation being canceled.