How can guests cancel a reservation in the Guest Portal

Guest JourneyMews Guest JourneyTroubleshooting in Mews

If a guest needs to cancel their reservation due to unforeseen circumstances or a change in plans, they can do so directly in the Guest Portal. After a guest makes a reservation using the Mews Booking Engine, Mews grants them access to the Guest Portal through their confirmation email. Here, guests can click on the "Manage reservation" button to take them directly to the homepage where they can view all applicable cancellation policies and fees and proceed with the cancellation. 

Note: Guests can only cancel a reservation if: 

  • It is a single reservation, if they want to cancel multiple spaces or services, they need to contact your property. 
  • It is within the free cancellation window.    
  • They have booked directly with your property. Guests booking through a travel agency need to contact their booking agent.   

 

To cancel a reservation in the Guest Portal using the confirmation email, the guest can:  

  1. Click the Manage reservation button in the email. This opens the homepage within the guest portal where they can view more information about their reservation.   
     

Howcanguestscancelareservation4.png  
  

  1. In the Cancellation section of the homepage, they can see the applicable cancellation policy and can then click More info. Note: It is important that you update your cancellation policy. You can learn more about how to create, modify or delete a cancellation policy here.   

CancellationpolicyintheGuestPortalhomepage  

  

  1. Once the guest clicks More info, they can see the entire cancellation policy. From here, they can:
    1. Click Cancel stay. Note: The system only displays this button if the guest is within their free cancellation window. 
    2. Click Cancel stay again to confirm. 

CancelstaybuttoninGuestPortal   

 The homepage now displays the reservation as canceled. The cancellation policy details are still visible.   

 

  1. Mews also sends the guest an email to confirm their cancellation. You can customize the cancellation email using the template shown below. Note: You can learn more about customizing email templates here.   

Cancellationemail  

You can learn about how to restore a canceled reservation here.  

 

Was this article helpful?
10



Feedback