View, Manage, and Cancel Bookings

Use Orders to find reservations, review confirmation details, monitor booking status, and cancel eligible bookings.

Find a booking

1. Open Orders.
2. Use the status tabs to view:
   • All
   • Upcoming
   • In Progress
   • Completed
   • Cancelled
3. Search by guest name or order number.
4. Select a booking to open the detail panel.

Review booking details

The booking detail panel may show:

• Hotel name.
• Order number.
• Hotel confirmation number.
• Guest and contact information.
• Check-in and check-out dates.
• Number of nights and rooms.
• Room details.
• Total guest price.
• Booking status.
• Cancellation number, if cancelled.
• Commission or reward timeline, when applicable.

Understand booking status

• Upcoming — the stay has not started.
• In Progress — the guest is currently within the stay dates.
• Completed — the check-out date has passed.
• Cancelled — the reservation was cancelled.

The hotel may use additional internal statuses. Contact the hotel for immediate arrival-day operational questions.

Cancel an eligible booking

1. Open the booking.
2. Select Cancel booking if available.
3. Review the cancellation terms for every room.
4. Check the deadline in the hotel's local time.
5. Review any cancellation fee.
6. Enter a reason if requested.
7. Confirm the cancellation.
8. Save the cancellation number.

When cancellation is not available

A booking may not be cancellable in the portal when:

• The rate is non-refundable.
• The stay is completed.
• The booking is already cancelled.
• Your agency role does not permit cancellation.
• The hotel requires manual assistance.

Multi-room bookings

Each room may have a different policy. Confirm whether the cancellation applies to one room or the full booking.

Commission timeline

Eligible bookings may move through stages such as:

1. Booking confirmed.
2. Stay completed.
3. Commission confirmed.
4. Paid out.

Hotels and commission processors may take time to validate a completed stay. A completed booking does not always produce an immediate reward balance.

Booking not found

Check:

• The correct personal or agency workspace.
• The guest-name spelling.
• The complete order number.
• Other status tabs.
• Whether another agency member created the booking.