How To Cancel a Reservation

This article provides step-by-step instructions for checking in and checking out guests using the Indio platform. Follow these steps to ensure a smooth process for both staff and guests.

1. Navigating to the Reservation
   1. Login
      

      Use your credentials to access the dashboard.
      
      
      
      

   2. Navigate to the Front Desk
      

      From the main menu, click on Front Desk.
      
      
      

   3. Access the Reservations Tab
      Use the List View, Chart View, or Map View to locate the guest’s reservation.
      
      
      
      
   4. Locate the Reservation
      Use filters (e.g. Arriving Today) or search for the guest’s name or reservation number. 
      
      
      
      
   5. Open Reservation Drawer
      Click the guest’s name or confirmation number to view the reservation details.
      
      
      
      
      
2. Adding Cancellation Fees (If Applicable)
   
   1. Apply the Cancellation Fee
      
      1. Navigate to the “Billing” tab.
         
         
         
         
      2. Add the fee manually by selecting “Cancellation” from the drop down “Add Charge/Credit” menu.
         
         
         
         
      3. Enter the appropriate amount and a description (e.g., Cancellation Fee).
         
         
         
         
   2. Confirm the Fee
      
3. Voiding Charges and Processing Refunds
   
   1. Void Unnecessary Charges 
      In the Actions column, click the three dots and select Void for all charges that no longer apply (e.g. Cancellation Fee may be the only charge remaining). 
      
      
      
      
   2. Process Refund (If Applicable)
      In the Payments and Refunds box, click the three dots in the Action column. Select Refund Payment.
      
      
      
   3. Confirm Updated Totals – Including Cancellation Fee and Any Voids/Refunds
      Input the correct amount to be refunded (e.g. subtract the cancellation fee from the total and that will give you your refund amount). 
      
      
4. Finalizing the Cancellation
   1. Cancel Reservation 
      In the top right corner, select the three dots. From there select Cancel.
      
      
      
   2. Confirm Reservation Status is “Cancelled”
      Look to your Reservations and make sure that the reservation is showing as Cancelled in the Status column. 
      
      
5. Troubleshooting Common Issues
   1. Reservation Not Found
      

      Verify the search filters and ensure you are searching under the correct date range.

   2. Unable to Cancel Reservation
      Check if the reservation has a status preventing cancellation (e.g. already checked in).

   3. Refund Not Processing
      Ensure that the original payment method is valid and that the refund amount does not exceed the total original charges.