Cancellation risk flag ("May cancel")

When a guest tries to cancel their booking in the guest app but is not allowed to (because in-app cancellation is off, or the cancellation deadline has passed), they are asked to call the restaurant instead. The Host App flags that booking so the team can expect the call or reach out first.

Where to find it

• On reservation cards and list rows: a May cancel badge, or May cancel · called for the stronger signal.
• In the reservation's details pane and hover tooltip: a notice with the full story.
• On the Host App's hidden Reservations list as a compact icon.

What it does

There are two levels:

• Cancellation risk (badge May cancel): the guest tapped "Cancel reservation" in the guest app on a certain date and time, and was stopped. Advice: "Consider reaching out to confirm they are still coming."
• High cancellation risk (badge May cancel · called): the guest then also tapped "Call the restaurant". Advice: "Expect a call. If none comes, reach out to confirm they are still coming."

The notice explains why they were stopped:

• "In-app cancellation is off for this location, so they were asked to call." or
• "The cancellation cutoff had passed, so they were asked to call."

The flag disappears automatically once the outcome is known: when the booking is cancelled, seated, completed or marked no-show.

How to act on it

1. Open the flagged reservation and read the notice.
2. Call the guest (phone in Guest & Contact) to confirm or cancel.
3. If they cancel, cancel the reservation yourself (see "Cancel a reservation in the Host App"). The flag then disappears.
4. If they confirm, you can send a reconfirmation email or simply leave the booking as is; the flag stays visible until the guest is seated.

Good to know

• The flag only exists for bookings where the guest used the cancel button in the guest app.
• Whether guests can cancel in the app, and until when, is part of your location's guest app and cancellation settings in the Backoffice.
• The Backoffice reservations list shows a different signal: the no-show protection marker ("Previous no-show" or "Travelling guest"). Its tooltip says whether a deposit was requested because of it ("Deposit requested by no-show protection") or whether it is watch-only ("watch only, nothing charged").

Troubleshooting

A guest says they cancelled but the booking is still active They were probably stopped by the cancellation policy and asked to call; the booking shows May cancel. Cancel it yourself if that is what the guest wants.

The badge does not go away after calling the guest That is expected while the booking is still upcoming. It disappears when the reservation is seated, completed, cancelled or marked no-show.