Last updated: 09/04/2026
Minimum version: 3.9
Ulyses Suite allows you to cancel a specific stay within a reservation or all stays in a reservation with a single action.
It is also possible to undo a cancellation, whether for a stay or for the entire reservation.
The possible actions are:
- Cancel a reservation stay
- Reactivate a canceled stay
- Cancel a reservation
- Reactivate a canceled reservation
Cancel a Reservation Stay
To cancel a specific stay within a reservation:
Navigation path:
Reservations > Reservation Details > Select Stay > Options > Cancel Stay
A blue bar appears on the left side of the screen to clearly indicate the stay affected by the action.
You must provide a cancellation reason to proceed with the cancellation.
Managing Cancellation Fees
Once the cancellation reason is entered, a message appears in the cancellation window based on the applied policy calculation:
- Before the policy deadline: "According to the stay’s policy, no cancellation fees apply. However, you may apply fees."
- After the policy deadline: "According to the policy, an amount of {amount} will be retained for the cancellation."
Before deadline:
After deadline:
The available actions depend on this same deadline:
- Before the deadline: only the actions "Send cancellation" and "Apply fees" are available. "Apply fees" remains accessible even if the policy specifies no fees (0 €) or no penalty is scheduled: this allows you to manually charge fees if needed. "Do not apply fees" is not shown since no fees are applied by default.
- After the deadline: the three actions "Send cancellation," "Apply fees," and "Do not apply fees" are available (no change in behavior).
Clicking on "Apply fees" or "Cancel fees" opens the same assistant, whether before or after the deadline.
If you choose to apply fees, the assistant proceeds in two steps.
Step 1 – Amount to Charge
Select the method for calculating the amount to retain:
- Total stay: the total amount of the stay is charged.
- According to policy: the amount is calculated based on the cancellation policy (default option).
- According to policy with manual adjustment: the amount is calculated based on the policy, then you can check/uncheck items to adjust the final amount.
- Free manual selection: you freely select the items to charge, regardless of the cancellation policy.
Each option displays a "Cancellation Amount" block summarizing the relevant amounts.
Step 2 – Folio Content
Next, select the folio posting method:
- Partial grouping (selection): check the items to group into a single line labeled "Cancellation Fees"; unchecked items are posted individually to the folio under their original product name.
- Group by day: the amount is posted as one "Cancellation Fees" line per day.
- Group into a single line: the total amount is posted as a single "Cancellation Fees" line.
For all three options, you must select the cancellation fee product that will be used for the grouped line(s).
⚠️ An individually posted accommodation product (not checked in "Partial grouping") affects occupancy tracking indicators (ADR, occupancy rate, RevPAR).
Step 3 – Refund
This step appears if payments have been recorded on the folio affected by the cancellation and their net amount is strictly greater than the invoiced cancellation fees.
It includes two areas visible simultaneously.
Area A – Summary
- Net payments received on the folio
- Invoiced cancellation fees
- Amount to refund (net payments − invoiced fees)
This amount is not directly editable. To change it, return to the "Amount to Charge" step and adjust the cancellation fees.
Area B – Refund Lines
Each original payment recorded on the folio appears on a separate line, including multiple payments with the same payment method, showing:
- Payment: original payment method, read-only
- Available amount: remaining refundable amount on this payment (initial amount minus refunds already made)
- Amount to refund: editable field, capped at the available amount for the line
The remaining amount to allocate is displayed at the top of the area and decreases as you enter amounts. The "Confirm" button is only active when this remaining amount reaches 0.
The "Confirm without refund" button allows you to finalize the cancellation without processing a refund; this can be done later from the folio payment form.
Special Cases
- When the net payment amount is less than or equal to the invoiced fees, the step appears without the payments table: the message "No amount to refund" is displayed, and only the "Confirm" button is available.
Cancel a Reservation
Canceling a reservation means canceling all stays included in it.
Navigation path:
Reservations > Reservation Details > Options > Cancel Reservation
This action applies the cancellation process to all stays in the reservation.
Reactivate a Canceled Stay
If a stay was canceled by mistake, you can undo this action and restore the stay to the Reserved status.
Navigation path:
Reservations > Reservation Details > Select Stay > Options > Undo Cancellation
The stay then returns to its initial status.
Reactivate a Canceled Reservation
If an entire reservation was canceled by mistake, you can undo the cancellation for all stays in the reservation.
Navigation path:
Reservations > Reservation Details > Options > Undo Cancellation
All stays are then marked again as Reserved.
Good to Know 💡
A stay can be canceled independently from other stays in a reservation
Canceling a reservation automatically cancels all its stays
Cancellation fees depend on the configured cancellation policy
In the folio, ungrouped items retain their original product name
A cancellation can always be undone as long as the stays are not closed
- Before the policy deadline, you can manually apply cancellation fees even if the policy specifies none
- The action "Do not apply fees" only appears if fees are due by default according to the policy, so only after the deadline
- Each original payment forms a separate line at the Refund step, even if there are multiple payments with the same payment method
- Refunds are processed via the original payment method; it is not possible to choose another method at this step
- A partial refund already made on a payment reduces the available amount for that payment at the Refund step accordingly
- Returning to the "Folio Content" step to modify fees resets the allocation already entered at the Refund step
- In the folio payment history, each refund line appears separately; on the billing side, the folio only shows the total refunded amount
- Skipping the Refund step does not prevent finalizing the cancellation: the remaining balance remains visible on the folio
Use Cases 🧭
Partial Cancellation
Canceling a single stay in a multi-stay reservation.
Mistaken Action
Undoing the cancellation of a stay or reservation due to an error.
Applying Fees
Controlled management of cancellation fees with choice of folio posting method.
Fees Applied Before the Deadline
A campground cancels a stay before the policy deadline (no fees specified), but still wants to charge part of the amount to the guest: the manager clicks "Apply fees" despite no default fees, then follows the assistant to freely define the amount to charge.
Refund After Applying Fees
A campground received a deposit of €315 on an €800 stay. The guest cancels, and the policy requires retaining €100 in fees.
At the Refund step in the cancellation process, the €215 amount to refund is calculated automatically and assigned to the original payment. The manager confirms without leaving the assistant or manual recalculation.
Tip ✨
Before confirming the application of cancellation fees, check the cancellation rate and charge allocation to avoid later corrections.