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Welcome to the Help Center

Cancel a Reservation

Follow these steps to cancel a reservation:

Log into the reservation in question. Click “Edit” in the Reservation Info section.

Change reservation status from “Booked” to “Cancelled.”

If you wish to issue the guest a refund, follow the steps below.

Note

Reservations with a “Cancelled” status will not block dates on your calendar. If the dates don’t clear right away, you will need to manually sync the calendar. Go to edit the property > Calendar > Sync Now.

If you are using Stripe or Braintree as your merchant, you can issue a refund directly from within the OneRooftop admin.

Log into the reservation in question. Click the Rates & Fees tab.

Scroll down to the Payments section and click the amount in green on the right that you want to refund.

A window will pop up. Enter the amount to be refunded (up to the amount of the payment).

Select whether or not the refund is for a security deposit. NOTE: Security deposit refunds will not affect the balance.

Note

Security deposit refunds will not affect the balance.

Add an optional note and click “Refund.” The note will appear on the receipt generated.