When guests cancel or respond to a reschedule

When a guest cancels

1. The guest opens the cancellation link from their booking email and sees Cancel this booking with the booking details and their refund.
2. They can add a reason (optional).
3. They confirm with a 6-digit code sent to their email.
4. Once confirmed, the booking is released and your calendar reopens for that time.

In Superspace, the booking shows Guest Cancelled, and its Cancellation card shows who cancelled, when, whether it was within the grace period, and the reason. You may also get a Booking Cancelled notification.

When a guest can't cancel online

The guest's page explains why, for example:

• This booking has already been cancelled.
• This booking has already taken place.
• This booking request wasn't accepted, so there's nothing to cancel.
• This booking expired before it was confirmed.
• This booking hasn't been paid for yet, so it will expire on its own.
• This booking has already started and can't be cancelled online.

When a guest answers a reschedule request

The guest opens the link in the reschedule email, sees their Booked time and your Proposed time with your reason, and chooses to accept or decline. They confirm their answer with a 6-digit code sent to their email.

• If they accept, the booking moves to the new time and your Reschedule card shows Accepted.
• If they decline, they can add a reason. The booking keeps its original time.
• If the new time is no longer available when they try to accept, the booking keeps its original time.