Canceling Bookings: Single and Batch Cancellations Explained

Updated September 24, 2025 15:10

Read this to learn how to cancel bookings individually or in bulk from Supplier Portal.

Canceling a Single Booking

Follow these steps to cancel a single booking:

Step 1: Access the Bookings Tab

Log in to the Supplier Portal.
Navigate to the Bookings tab.

Step 2: Filter the Booking

Use the reference code or filters to locate the booking reference.
Click Show Details > Request Cancellation.

Step 3: Select the Cancellation Reason

Choose the appropriate reason from the dropdown menu:
- Ordinary operational reasons
- Force majeure reasons
- Customer cancellation requests

Step 4: Provide Additional Information

Input is only required in the following cases:

Customer requested cancellation:
Please select if you agree or disagree with refunding the customer.
Isolated force majeure:
Provide a justification/explanation describing the event that is causing the cancellation.

Step 5: Confirm and Submit

Tick the box to accept the Supplier Terms and Conditions.
Click Request Cancellation.

Canceling Bookings in Bulk

Bulk cancellations are used for significant events (operational issues, force majeure, or customer requests) affecting multiple bookings.

Log in to the Supplier Portal.
Go to the Bookings tab.
Click Request cancellation to start the Cancellation Management flow.

Cancellation Management: 3 Steps

Step 1: Selection

Select Tour and Option:
- Use the dropdown to choose the affected tour and option, then click Continue.
Select Timeframe:
- Choose the timeframe during which bookings are affected.
Review Affected Bookings:
- The system will display a list of all bookings impacted by your selections.
- Click Continue to proceed.
Show Bookings & Stop Accepting Bookings:
- You can view all affected bookings by clicking Show bookings.
- You will be prompted: Should we stop accepting bookings?
  - Select Yes or No, then click Continue.

Step 2: Reason

Choose Cancellation Reason:
- Select from a dropdown grouped into three main themes:
  - Operational reasons
  - Force majeure
  - Customer requested
Overview Page:
- Review the summary, which includes all main bookings, the affected timeframe, and the automatic customer replies that will be sent.

Step 3: Review & Confirmation

Accept Terms and Conditions:
- Tick the box to accept the Supplier Terms and Conditions before proceeding.
Confirm Cancellations:
- The confirmation page will summarize your selections.
- Note: If more than 120 bookings are affected, only up to 100 bookings will be canceled at a time. You will need to repeat the process for remaining bookings.
Tell Us More:
- After all cancellations are completed, a final page will appear:
  - Provide an explanation for the cancellation (this will be shared with the GetYourGuide team).
  - Optionally, add an external link (e.g., weather reports, news articles, government publications) for further context.

All selected bookings will be canceled, customers will be notified automatically, a specific explanation will be associated with each booking and will help the GetYourGuide team support our mutual customers effectively.

What Happens After you process a Cancellation?

Single Booking:

- Customers will be informed about the cancellation via email and via notification in the GetYourGuide app.
- Customers will be able to reschedule the booking to a new date, or to receive the full refund
- If customers choose to reschedule and find an alternative date, the booking will be rescheduled, and a new confirmation email will be sent. You will be notified accordingly via email.
- If customers choose to receive the full refund or do not make a choice within 2 days, the booking will be canceled automatically. Customers will receive a full refund and a confirmation via email.

Bulk Cancellation:

For most bulk cancellations: Customers with active bookings within the selected timeframe will be offered the option to cancel or reschedule. They will receive an email with instructions on how to proceed.
Automatic cancellation applies in specific cases:

- Bookings that are in the past or have already been conducted.
- Bookings canceled due to severe force majeure events.

Availability:

Availability for the affected timeframe may be blocked automatically, depending on the reason and your selections during the cancellation process.

Tips for Managing Cancellations

Communicate Early: If the activity cannot take place as originally booked, inform customers as soon as possible to minimize dissatisfaction.
Offer Alternatives: Whenever possible, provide alternative dates to retain bookings.
Use Accurate Reasons: Ensure the selected reason matches the situation to avoid delays or confusion.