Hello Softinn PMS Users!

Scenario: A guest calls to cancel their booking prior to arrival, or fails to show up for a non-refundable booking. You need to process the cancellation directly from their Guest Folio and understand how the system handles charges, refunds, and room availability depending on whether the booking is refundable or non-refundable.

Steps to Cancel or Forfeit a Reservation :

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Phase 1: Accessing the Cancellation Panel

• Step 1: Log in to Softinn PMS and select the correct property.
• Step 2: Open the Guest Folio of the target reservation.
• Step 3: Under the Stay & Room action cluster, click Cancel Reservation to launch the cancellation panel.

Phase 2: Selecting Cancellation Treatment (Cancel vs. Forfeit)

In the Cancel Reservation panel, enter the cancellation reason and select the appropriate setting under Cancel Charges:

Option A: Refundable / Standard Cancellation (Select “Yes”)

• When to Use: Use this option when a guest cancels within the allowable policy window and the hotel is not retaining the charges.
• System Action:
  • Room charges are reduced to 0.00.
  • All recorded payments on the folio are automatically voided.
  • The reservation status is updated to Cancelled.

Option B: Non-Refundable / Late Cancellation (Select “No”)

• When to Use: Use this option when the booking is non-refundable, or the guest cancels past the penalty deadline, or fails to arrive (No-Show).
• System Action:
  • Existing room charges and payments remain intact on the folio.
  • The reservation status is set to Forfeited.
  • The hotel retains all collected funds.

Phase 3: Confirming the Action

• Step 1: After selecting Yes or No for Cancel Charges, click Confirm.
• Step 2: On the Action Confirmation popup, verify the reservation summary (Reservation Number, Main Contact, Booking Source, Check-In/Check-Out dates, Room Number, and Total Charges).
• Step 3: Type CANCEL into the confirmation text box.
• Step 4: Click Confirm to finalize.

Phase 4: Financial Ledger & Inventory Impact

1. Inventory & Calendar Status

• As soon as a reservation is set to Cancelled or Forfeited, the physical room is instantly released, and room availability on the Inventory page automatically updates to reflect the opened inventory.

2. Folio Transaction Ledger

• Cancelled Status: On the Folio Transaction tab, enable Show Voided Charges & Payments to view the original charges and payments. They will display with a strikethrough line and a “cancel” remark, bringing total net charges and payments to 0.00.
• Forfeited Status: All charges and payments remain actively posted on the ledger without strikethroughs, reflecting the retained revenue.

Notes:

• The Cancel Reservation button is automatically disabled once a guest has already been checked in.
• Double-check whether you select Yes or No under Cancel Charges before typing CANCEL, as voiding payments versus retaining revenue directly impacts your front-desk financial reconciliation.

Hope this guide helps you easily handle cancellations and forfeitures in Softinn PMS!