When guests are asked to call to cancel (and the "May cancel" warning)

If online cancellation is switched off, or the cancellation cut-off has passed, guests cannot cancel from their reservation link. Instead they see how to reach you by phone. Your team is warned that the booking may be cancelled.

Where to find it

• Rules: Backoffice › Settings › Guest App Settings › Cancellation
• Warning: on the reservation in the Host app (list, timeline and reservation details).

What it does

What the guest sees

• When in-app cancellation is off, the reservation page says "Cancellation online is disabled for this restaurant. Please call to cancel or change your reservation." and offers How to cancel.
• When the cut-off has passed, they read "You can no longer cancel using the app. Please call the restaurant directly."
• Before the cut-off, the page shows until when they can cancel ("Cancellation via app available until …").
• Tapping cancel opens a dialog with a Call button showing your phone number.

What your team sees When a guest taps Cancel Reservation and is blocked, the booking gets a May cancel badge (Cancellation risk). If they then tap the call button, it becomes May cancel · called (High cancellation risk). The reservation details explain when they tapped and why they could not cancel ("The cancellation cutoff had passed…" or "In-app cancellation is off for this location…"), with advice such as "Expect a call. If none comes, reach out to confirm they are still coming."

How to set it up

1. Go to Settings › Guest App Settings.
2. Switch Allow cancellation from the guest reservation link off if all cancellations must go through the phone, or keep it on and choose a Cancellation cut-off.
3. Click Save changes.
4. Make sure your phone number is filled in under Settings › Location Settings, so guests can call.

Good to know

• The warning disappears once the booking is cancelled, seated, completed or marked no-show.
• Tapping several times in a row counts as one signal.
• The warning does not cancel anything; it only tells your team to expect a call.

Troubleshooting

Guests see no phone number to call The location has no phone number. Add it under Location Settings (contact details).

A guest could cancel even though I want phone-only cancellations Allow cancellation from the guest reservation link is still on. Switch it off and save.

Too many guests get "call the restaurant" The cut-off is long (for example 7 days). Choose a shorter Cancellation cut-off.

A booking shows "May cancel" but the guest came anyway The badge only means the guest tried to cancel in the app. You can ignore it once the guest is seated; it then disappears.