Cancelling a booking and Processing a Refund to a Guest

In Homhero

Please be aware that if you have a booking with Credit Notes you may NOT be able to cancel the booking in Homhero and will need to do the full cancellation process in RMS.  It may say that it cancels but you may come back and find that the booking is still confirmed.

Open the booking to be refunded. Select Cancel Reservation at the bottom of the reservation.

Process for No Refund

Select No Refund from the cancellation methods window.

If you wish to delete some of the sundry charges you can do this here and add any sundry charges eg Cancellation Fee etc. You should make sure that the sundries equal the full amount of the money received.  The balance must be $0 as you are holding all funds and not giving a refund to the guest.

Select Submit Cancellation.

You will get a confirmation box to confirm you wish to give no refund to the guest.

Process for Partial Refund

Select Partial Refund from the cancellation methods window.

If you wish to delete some of the sundry charges you can do this here and add any sundry charges eg Cancellation Fee etc. You should make sure that the Refund amount equals the amount you wish to refund to the guest.

Select Submit Cancellation.

You will get a confirmation box to confirm the amount of refund to the guest.

Process for Full Refund

Select Full Refund from the cancellation methods window.

You will get a Cancelled By box and you can choose Owner or Guest.

Using Full Refund will not give you an opportunity to delete and add any sundries.

You will get a confirmation box to confirm the amount of refund to the guest.

Confirmation of cancellation of bookings

Once you have made the cancellation you will receive notification on the right hand side of the screen to either confirm and deny you request.

In RMS

Select and open the booking. Select the Base Tariff link and edit this to zero.

Go in to the Accomm tab.  

If you need to you can void any further sundries in the Accomm or Extras tab. Put your cursor on the sundry you wish to void and right click and select void transaction. If you are giving a full refund you should delete all sundries.

There will be a box that will show the sundry that you wish to void. Select Void Transaction.

Once you have voided all sundries that you don't want you can process the refund. The booking should only show any sundries you wish to be paid for and any receipts.  The amount in credit should equal the funds you wish to refund.

If you are a new client and you have any Credit Notes in your booking (generally shown in the Extras tab) - this means that the funds were paid out in your previous system.  You will then have to return the funds that were paid out in the previous system and receipt them back into the booking.  You will need to confirm with your Trust Accountant where these funds will be coming from.  If you have already have a client account where you are holding funds, you can refund them from this client account and receipt them into the booking. Or alternatively you may need to have the funds transferred from your General Account.

If you have a client where you can draw the funds from go to client Search and select the client account that you wish to deduct the funds from. Open the Account tab.

Select Corrections and Refund

1. Choose Direct Credit as your Refund Type

2. Enter the amount to be refunded back to the reservation

3. Put in a comment to show the reason why you are taking the funds.

4. Process

Return the the booking select the Accomm tab and receipt the funds back into the booking:

1. Select receipt

2. Select Direct Credit 

3. Insert the amount

4. Type in a reason

Go to the Extras tab and delete all the sundries relating to the funds that you have just receipted.

Now you are ready to refund the money to the guest. Go to the Accomm tab and select Corrections and Refund.

1. Select Cheque

2. Make sure the amount is correct or type in the correct amount

3. Use a fake cheque number such as 999 (and put in the details of the reservation)

4. Process

The balance of the booking should now be zero.  Once the funds have been paid out of the bank you will need to present the payment from the Bank Reconciliation screen.