When a reservation is cancelled or marked as no-show, it’s important to verify that there is no open balance or unposted service on the folio. The goal is always to have a 0,00 € (zero) balance. Below are steps to handle each case:
Cancelling Reservation
- Open the reservation, click Actions > Cancel reservation.
- Check whether a late cancellation fee applies.
- If "Post the cancellation fee" is selected, standard services are removed and replaced by a cancellation fee.
- Open the folio and verify the balance. It should always be 0,00 €.
- If a payment was already posted (e.g., pre-paid booking):
- Click +Add charge and use the Cancellation fee field to balance the folio.
- If needed, refund the payment using the three-dot menu beside the payment line.
- If a service was already posted, either:
- Post a payment with +Add payment, or
- Refund the service via the three-dot menu.
- If the reservation was cancelled after the night audit (same-day arrival), ensure the night audit charges are refunded and a cancellation fee is applied instead.
- To automate cancellation fee handling, go to Settings > Payment and enable:
Post and collect cancellation fee, when a reservation is cancelled.
No-Show Reservation
- If the setting Set reservation’s status to no-show is enabled, the system will automatically mark the reservation as no-show after night audit.
- If the setting is not enabled, open the reservation the day after arrival and manually set it to no-show via Actions.
- Check if a no-show fee applies. You can manage this under Rates > Policies > No-Show. The no-show policy can be assigned to a rate plan via Accounting & Policies.
- When posting a no-show fee, regular services will be removed and replaced by the fee.
- Open the folio and ensure the balance is 0,00 €.
- If a payment was already posted:
- Click +Add charge and select No-show fee.
- Refund if needed via the three-dot menu.
- If the no-show was applied after night audit, refund the posted services using Add Allowance and apply the no-show fee.
- To automate no-show fee handling, go to Settings > Payment and enable:
Post and collect no-show fee, when a reservation is set to no-show.
Note: If no-show automation is not enabled and the guest was not checked in the previous day, you can still check them in manually and post the charges for the missed night.
FAQ
Can I still post a cancellation or no-show fee if I clicked "Waive the fee" by accident?
Yes. Open the folio, click +Add charge, and select Cancellation fee or No-show fee.
Can I reverse a cancelled or no-show status back to confirmed?
No, this is not possible. You need to either copy the reservation or create a new one from scratch.
Will the cancelled or no-show status in Apaleo be sent to third-party channels like Booking.com or Expedia?
No. This status is not shared with connected OTAs. You must update the status manually in those platforms.
I have double charges – room and no-show/cancellation fee. Why is that?
If you perform the cancellation or no-show after the night audit, the charge will be posted. In that case, Apaleo cannot remove the already posted charge, and you will need to refund that manually.
The cancellation policy on OTA is different from the one in Apaleo. Why?
Cancellation policy is set on Apaleo side under the rate plan. If you have a different one on OTA, you will need to check rate plan configuration to ensure both policies are identical.
Can I have a policy that will after 7 days be 20%, after 14 days 50% etc.?
Apaleo only supports one policy per rate plan. You can use automation to create this possibility.