Handling Cancellations
When a guest decides not to go ahead, the quote is closed and your team is notified. This article covers what you'll see and the steps to take to close things out cleanly.
What you'll see when a guest cancels
A guest can cancel by declining on the quote page or simply by saying so in the conversation — "we can't come anymore", "please cancel our booking". The quote is closed, and its final status — such as Rejected by Guest or Cancelled — stays visible for your records. See Quote Statuses for the full list.
If the guest actually wants different dates or rooms rather than to cancel, handle it as a change instead — see When Guests Ask for Changes.
How your team is notified
Cancellations and rejections trigger an email to your hotel's active users, so nobody keeps holding a room for a booking that is gone. The notification links straight to the quote in Brixa, and where the guest gave a reason, it is included — useful for spotting patterns like price objections.
What to do after a cancellation
- Check the cancellation policy. If the quote carried a policy with fees or deadlines, decide whether they apply and communicate that clearly to the guest before treating the matter as closed.
- Cancel the reservation in your PMS. If a reservation was already created in your connected PMS, cancelling the quote in Brixa does not automatically remove it — cancel or update the reservation there as well. How reservations are created is covered in Reservation Flow.
- Release the inventory. Once the reservation is cancelled, make sure the room is sellable again for those dates.
Answering the guest
The guest receives a polite acknowledgment in their own language, leaving the door open for a future stay. If any policy consequence needs to be communicated — a fee, a non-refundable deposit — that is a judgment call for your team, so review the conversation and follow up personally rather than leaving it to the automatic reply. Anything unusual is flagged for your review as described in When Brixa Escalates.