Overview

When a guest modifies or cancels a booking through an OTA (e.g., Booking.com, Expedia) and your GuestPoint is connected to one of 3 channel managers (GuestPoint Channel Manager Standard or Premium, or SiteMinder), GuestPoint is able to automatically modify or cancel the booking on GuestPoint itself.

Automated modifications and cancellations only work when the original booking came from the channel manager your GuestPoint is currently connected to.

They also do not work when the original booking came from another PMS system (i.e. you have imported your reservations from another system).

Common Symptoms

• A modification or cancellation confirmation email is sent to you via your channel manager, but we have sent you an automated modification/cancellation failure email from our end instead
• The reservation on GuestPoint has not been modified or cancelled - doesn't match current details of the booking on your OTA Extranet
• You have a No Show and are wondering what happened and find out that your guest put in a No Show via OTA a long time ago but we failed to action it automatically and you missed the automated failure email from us
  
• You have recently onboarded with GuestPoint from another PMS system, or switched channel manager integrations (i.e. swapped from GuestPoint Channel Manager to SiteMinder or vice versa). These will be very frequent at the start but will calm down with time as new bookings are received in GuestPoint from the currently integrated channel manager.

How Automatic Modification & Cancellation Works

The following channel manager integrations support automatic cancellation & modification processing in GuestPoint — no manual action is required on GuestPoint when these are in use:

• GuestPoint Standard
• GuestPoint Premium
• SiteMinder
  
• GDS-Specific Channels connected to GuestPoint directly - 7Point Hotel and RecOnline
  

When a cancellation is received via one of these integrations, GuestPoint will automatically update the reservation status to Cancelled and release the inventory.

If the property is using a different channel manager integration like ResOnline or UseRoss, automatic modifications are not supported, but we can automatically action the cancellatio

Recent Onboards from another PMS system or Channel Manager Swaps

If you have recently onboarded with GuestPoint from another PMS system, or switched channel manager integrations (i.e. swapped from GuestPoint Channel Manager to SiteMinder or vice versa), these automated modification/cancellations failure emails from us will be quite frequent at the start.

They will calm down with time as new bookings are received in GuestPoint from the currently integrated channel manager.

Step-by-Step Resolution to Manually Action a Failed Automated Modification/Cancellation

Step 1 — Navigate to your OTA extranet or modification/cancellation email to use as reference.

1. Log in to the relevant OTA extranet or search for the relevant modification/cancellation email the channel manager sends you.
2. Locate the booking by reference number or guest name.
3. Confirm the reservation status is Cancelled and note the cancellation date/time and any cancellation reference number.

Step 2 — Check the reservation status in GuestPoint

1. In GuestPoint, navigate to Reservations → Reservation Search
2. Search by guest name, booking reference, or OTA confirmation number.
3. Check the reservation Status field.

For Cancellations - If the booking status is Cancelled already, no further action required.

For both modifications and cancellations, if we were able to successfuly modify or cancel a booking, we will record this in the changelog of the booking (Click "More" on the bottom of the Reservation tab of the booking).

The automated modification or cancellation will be shown with the operator "GuestPoint", this is an easy way to tell when we have actioned a modification or cancellation.

Step 3 — Manually action the modification or cancellation on the reservation in GuestPoint

1. Open the Reservation.
   
2. If it is a modification, refer to your OTA extranet or modification email exactly and carefully action the modifications.
3. If it is a Cancellation, Click Cancel Res (located in the reservation action buttons on the bottom of the Reservation tab of a booking)
4. Note a Cancellation Reason if applicable.
5. Click Cancel Reservation to finalise the cancellation.