There could be various reasons why your guests cancel their online bookings. But knowing the exact reason for the cancelation of an online booking helps you understand your guests better and also allows you to improve your guest relations.  

In this article, you will learn how you configure and display a set of reasons to your guests when they cancel an online booking. 

This is a two-step process:

  1. Configure reasons

  2. Allow guests to cancel appointments. 

Step 1 - Configure Reasons

  1. At the organization level, click the Admin icon.

  2. Navigate to Setup > Reasons.

  3. Click Add.

4. Enter the following information: 

  • Name: Enter the name of the reason. For example, if you are creating a reason for the guest not being well, enter the name as Not Well. 

  • Code: If you have a code for the reason, enter the code here. 

  • Type: Select the type of reason as Appointment Cancellation. 

  • Description: Enter a short description of the reason. 

  • Active: Select the checkbox to set the reason as active. 

  • Use in Online Booking: Select this checkbox to make it available on the Webstore. 

5. Click Save.
    The appointment cancelation reason is now created and will appear on
    the Webstore.  

Step 2 - Allow Guests to Cancel the Appointment

  1. At the organization level, click the Admin icon.

  2. Navigate to Organizations > Organization > Online Booking > Webstore V2 template.

  3. Expand the General settings.

  4. Turn on the setting Allow Cancel Appointments.

   5. After you configure the above settings, click Publish to publish all the configured



Martha books an appointment for January 10th at 6:30 PM. Later she realizes that she has a private party to attend on the evening of January 10th. She decides to cancel the appointment. 

Martha takes the following actions: 

a. Martha logs in to the Webstore.
b. She opens her guest profile and selects the Upcoming Appointments tab.

 c. Webstore displays her upcoming appointment for January 10th at 6:30 PM.
 d. Martha clicks Cancel Appointment.

  e. The Webstore displays a window asking her to select an appropriate reason
      for the appointment cancellation.
  f. Martha can either select any of the given reasons, or select Other to specify
     the reason in the text box.
  g. Martha clicks Submit to cancel the appointment.
      Note: If the guest selects the reason as Other, it is necessary to enter
      the information or reason in the text box. Otherwise, the guest cannot
      click Submit and cancel the appointment.  

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