This guide covers how properties manage booking cancellations, handle payment issues, process no-shows, and maintain accurate records within the Hostelworld Extranet Inbox.
Pre-Cancellation Requirements
Before processing any direct cancellation request from a guest:
- Written Documentation Required: Advise guests to submit all cancellation requests via email or direct them to the official Hostelworld cancellation form to ensure proper documentation.
- Verify Email Address: Always confirm that the cancellation request originates from the exact email address used to make the booking.
- No Partial Cancellations: The system does not support partial cancellations. You can only cancel an entire booking.
| Rate Type | Rules & Workflow |
| Free Cancellation (FC) | Properties cannot cancel via Inbox while the Free Cancellation window is active. Guests must cancel online via their Hostelworld account. If requested by email, forward the request to Support. Inbox cancellation unlocks only after the FC window expires. |
| Non-Refundable (NRR) |
If Guest cancels or requests cancellation: You are still entitled to charge full amount. If Payment Fails: Report a payment issue and wait 24 hours to cancel under "Issues with Payment". Do NOT attempt to charge the card after cancelling. |
Steps to Report a Payment Issue
- Access the Booking
- Go to your Bookings page on the Extranet.
- Find the booking in question and select it to open the details.
- Initiate Report Payment Issue
- In the booking details, manage booking section at the bottom of the page on the left-hand side, locate and click the Report Payment Issue button.
3. Select Payment Issue Details
- Upon hitting the "Report Payment Issue" button, a pop-up will appear with options to report the payment issue.
- Choose the reason for the payment issue.
4 . Opt-In for Email Notification
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- Check the box to Send me a copy of the email if you wish to receive a confirmation email. This helps maintain a record of the cancellation and the communication sent to the guest.
- Click Send Email to notify the guest of the payment issue.
- An email will be sent to the guest with instructions to update their payment information.
6 . Check Banner Notification- Once the email is sent, a notification banner will appear at the top of the booking page, showing that the guest has been notified.
- Important: Only the most recent notification will display if multiple payment issues are reported.
Below is how the email that was sent to the guest looks like:
Next Steps if Payment Is Not Updated
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- If the guest doesn’t respond to update their payment information, you can proceed with cancellation based on payment issues. The cancel booking option though, just appears after 24hs a "Report Payment Issue" is performed.
- If you report a payment issue and then cancel the booking, a cancellation banner will display above the payment issue notification.
How Can I Cancel a Booking?
Before the Check-In Date
If you need to cancel a booking (other than Free cancellation type) before the check-in date due to a payment issue or because the guest is requesting a cancellation, please follow these steps:
- Go to the Bookings Page
- In your Extranet, go to the Bookings page and select the specific booking you wish to cancel.
- Click "Cancel Booking"
- In the booking details, in the manage booking section which is at the bottom of the page on the left-hand side, click the Cancel Booking button.
3. Select the Reason for Cancellation
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- Choose the relevant cancellation reason from the options provided. Options may include:
- Issues with Payment (note that this option will only show up after 24hs you reported a payment issue, and the guest was notified by email)
- The guest is requesting a cancellation
- Choose the relevant cancellation reason from the options provided. Options may include:
4. Opt-In for Email Notification
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- Check the box to Send me a copy of the email if you wish to receive a confirmation email. This helps maintain a record of the cancellation and the communication sent to the guest.
5. Confirm Cancellation- Click Yes, cancel booking to confirm the cancellation and notify the guest.
- After confirming, a fixed notification banner will appear at the top of the booking page, confirming the cancellation.
Below is how the email that was sent to the guest notifying them about the cancellation looks like:
- Payment issues:
- The guest is requesting a cancellation:
After the Check-In Date
If the booking requires cancellation after the check-in date due to issues during the guest’s stay, or if the guest has requested a cancellation, follow these steps:
- Go to the Bookings Page
- In your Extranet, go to the Bookings page and select the specific booking you wish to cancel.
- Click "Cancel Booking"
- Within the booking details, in the manage booking section which is at the bottom of the page on the left-hand side, click Cancel Booking.
3. Select the Cancellation Reason
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- A pop-up will display, so please choose the appropriate reason for cancellation:
- Issue During Stay (if there was an in-stay problem, so this option will only be available after the check-in date)
- The guest is requesting a cancellation (if the guest has specifically requested it, thus this option is available both before and after check-in)
- A pop-up will display, so please choose the appropriate reason for cancellation:
4. Opt-In for Email Notification
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- Check Send me a copy of the email if you would like a record of the cancellation email sent to the guest.
5. Confirm Cancellation- Click Yes, cancel booking to complete the cancellation and notify the guest.
- A banner will appear at the top of the booking page with a timestamp, confirming the cancellation.
Important: please note that cancelling the booking doesn't remove the customer's right to review if they stayed with you. All actions you take when managing your booking will trigger an email to the customer, so please make sure you choose the right cancellation reason. If you don't find a cancellation reason that best suits you, please get in touch with our customer support team.
6. Booking has been cancelled
- After a booking has been cancelled, all actions related to manage booking, except for "View Card Information," will be disabled to prevent further changes.
Frequently Asked Questions
- How do I know if an email has already been sent to a guest?
After reporting a payment issue or cancelling a booking, a banner will appear at the top of the booking page, indicating that an email has been sent. This will prevent duplicate notifications and help you keep track.
2. Can I cancel a booking due to a payment issue?
Yes, if the guest does not update their payment information after being notified and depending on the booking type as well as its policies, you are entitled to cancel the booking.
3. How about Free cancellation bookings?
For Free Cancellation bookings, customers should cancel via their Hostelworld Account to avail of their deposit. Properties don't have the option to cancel Free Cancellation bookings while the Free Cancellation period is still in place. However, if a request has been sent to you via email, you can forward their request to us, and we will cancel from our side. Once the booking enters a late cancellation stage, you can cancel it in your inbox and charge the late cancellation fee as usual.
4. How about if I have a Channel Manager?
When your Hostelworld Inbox is connected to a channel manager via API, it is no longer possible to cancel the booking in your Inbox. You must do this in your channel manager or property management system, which will either cancel the booking in your Inbox or just update your records in the property management system, leaving the booking as it is in your Inbox (depending on your channel manager, PMS, and the combination of the two).
For example, Myallocator channel manager is able to send cancellations to your Hostelworld Inbox via their system. This is done using a 'setcancellation' call.
The Hostelworld API can receive cancellations from your channel manager/property management system. Hostelworld provides this function to all channel managers, so please contact your channel manager to get this activated for you.
If your channel manager does not support Hostelworld cancellations, please inquire if this can be developed by them.
5. What about the Deposit customers paid?
If a customer cancels on time, we will treat the deposit according to the rate the customer booked.
For Standard Flexible Bookings, the deposit will be added as a voucher back to your Hostelworld account, which the customer can use towards a new booking deposit.
For Standard Non-Flexible Bookings, the deposit is non-refundable.
For Free Cancellation Bookings, Hostelworld will refund the deposit.
For Non-Refundable Bookings, there is no refund of the deposit, and you are entitled to charge the full amount of the booking.
6. If no payment update occurs within 24 hours, the "Issues with Payment" cancellation option unlocks, allowing you to cancel the booking.
⛔ CRITICAL RULE: NO POST-CANCELLATION CHARGES
Do NOT attempt to charge a guest’s card AFTER clicking "Cancel Booking."
- Why? Finalizing a cancellation formally terminates the contract and sends an official cancellation confirmation to the guest. Attempting to process payments after issuing a cancellation notice causes severe guest disputes, invalid chargeback claims, and direct Support escalations.
- Correct Sequence: If you intend to collect outstanding balances for an NRR booking, you must attempt all card charges BEFORE completing the cancellation. Once the booking is cancelled, all payment collection attempts must stop immediately.
How to mark a booking as a no-show in Hostelworld?
No-show within Hostelworld is a functionality that can be used to release your inventory if a guest does not show up from their check-in date, thus it applies to all rate types (only Pay Now is not being supported at the moment and partial group bookings in case just one guest doesn't show up).
To report a no-show on Hostelworld, please follow these steps:
- Access the No-Show Option:
Properties can report a booking as a no-show starting from the check-in date, regardless of the specific check-in time. Simply go to the booking details page, in the manage booking section which is at the bottom of the page on the left-hand side, the “Mark as No-Show” button will be available and active.
Important: Properties have a limited window to report a no-show:
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- Multi-night bookings: The option remains available for up to 48 hours after the check-in date.
- One-night bookings: The option will expire at 23:59 on the check-in date. After this time, the “Mark as No-Show” button will automatically disappear, and all manage booking buttons will be greyed out since the booking has already come to an end.
- Provide the comments you'd like to share with our support team and click on "Mark as No-show" to notify the guest. Your comments won't be shared with the guest.
- Confirm the No-Show:
- After marking a booking as a no-show, a confirmation banner will appear at the top of the booking page confirming the booking was cancelled due to a no-show.
Below is how the email that was sent to the guests notifying they were a no-show, looks like:
- After No-Show is confirmed, the booking will be cancelled
- After a booking has been marked as a no-show, all actions related to the booking, except for "View Card Information," will be disabled to prevent further changes.
Canceling a Booking in Hostelworld as a guest:
All customers can cancel their bookings up to the date of arrival through their MyWorld account. If a customer cancels late, the system will notify them that a charge might occur. To see how customers can cancel their bookings via their Hostelworld account, please watch this short video: