How to cancel a hotel booking as a DMC ?

✅ Full Booking Cancellation → Removes the entire booking from KOOB.
✅ Instant Status Update → System marks booking as Cancelled immediately.
✅ Automated Notifications → The hotel and TO receive an email confirmation.

🚀 Objective: Ensure cancellations are handled smoothly, avoiding miscommunication and maintaining operational clarity.

Accessing the cancellation section

To cancel a booking in KOOB:

Go to "My Bookings" in the KOOB dashboard.

Find the booking you wish to cancel using search filters.

Click on the pencil icon to open the Booking Details page.

Verify the Contracting conditions section before cancelling the Booking.

Click on the "Cancel" button (red button).

Add a cancellation reason to the hotel in the text field.
Click "Yes, continue" button (red button).

💡 Tip: If the cancellation is for a TO booking, inform the TO before proceeding to avoid misunderstandings.

Hotel notification & system update

Once the cancellation is submitted:

✅ The hotel receives an email notification of the cancellation.

✅ The DMC receives an email notification of the cancellation.

✅ The system marks the booking as Cancelled in KOOB.

✅ The cancellation status appears in the History tab for tracking.

Cancellation emails are sent to:

📌 The hotel (so they can update their records).
📌 The DMC booking owner (for tracking purposes).
📌 The Tour Operator (if applicable in the situation of a TO booking).

📌 Note: If a cancellation affects a group booking or an important reservation, use the Chat section to provide additional context to the hotel.

Understanding cancellation scenarios

Some cancellations occur due to operational needs. Here’s how to handle different situations:

Scenario	Action Required	Outcome
Booking was confirmed and needs to be cancelled.	Click Cancel Booking.	The hotel receives a cancellation email.
Booking was updated using Important Booking Update, but the hotel rejected it.	Manually cancel the rejected booking.	A new request must be made.

💡 Tip: If the cancellation is requested by a client, add a note in the Chat section to inform the hotel and avoid confusion.

Tracking cancellations in my bookings

Once a booking is cancelled, KOOB automatically updates the status:

Status	Meaning
Cancelled	The booking was cancelled by the DMC or TO.
Refused	The hotel declined an On Request booking.
Replaced	An updated booking replaced the previous one.

📌 If the cancellation was done by mistake, rebook a new hotel reservation following the following articles :

VIDEO TUTORIAL

Takeaways

✅ Cancellations are final, so confirm before proceeding.
✅ Hotel & TOs are automatically notified, ensuring smooth communication.
✅ Track all cancellations in My Bookings, under the History tab.
✅ Use the Chat section to provide additional cancellation context to hotels.

FAQ

Q: Can I undo a cancellation after submitting it?
❌ No, once a booking is cancelled, it cannot be reinstated. You must create a new booking.

Q: Will the cancellation be automatically reflected in the hotel’s system?
✅ Yes, the hotel receives an automated email notification, but we recommend confirming with them by the messaging system.

Q: Will the Tour Operator (TO) be notified when I cancel their booking?
✅ Yes, KOOB automatically sends a notification to the TO if the cancellation impacts their booking.

Q: What happens if a cancellation is subject to hotel policies ?
⚠️ If a cancellation is subject to hotel policies (e.g., non-refundable rate), check the cancellation terms before proceeding. The hotel may charge penalties.

Q: How can I check if a cancellation was successfully processed?
✅ The status will update to Cancelled in the My Bookings section, and a record will be available in the History tab.

Related Articles

🚀 Need help? Visit our KOOB Knowledge Base or contact KOOB Support for assistance.