💡 Reservas de canal are bookings made via connected channels, such as Expedia, Agoda and other online travel agencies (OTAs). Channel reservations cannot be cancelled via Little Hotelier — they must be cancelled directly on the originating channel.
How to cancel channel reservations
For channel bookings, the guest must cancel their booking directly on the channel. The guest must cancel directly on the channel where they made the booking (Booking.com, Expedia, etc.). For assistance, they should contact the channel’s support team using the reservation confirmation number.
If, for any reason, you need to cancel the booking on the guest’s behalf, you must contact the channel’s support team for assistance. Provide the reservation confirmation number and any relevant details.
If the guest indicates they have already cancelled, but the cancellation is not visible in Little Hotelier, contact the booking channel directly to confirm and investigate.
Note:
Any penalty that applies to cancelled reservations depends on your cancellation policy. On most channels, the cancellation policy is configured and managed directly via the channel’s extranet.
OTA cancellation confirmation emails are sent directly by the channel.
Cancelled channel reservations cannot be reactivated from Little Hotelier.
Contact the channel directly for assistance with cancellations or changes to channel bookings.
After the cancellation
When the channel processes the cancellation, room availability will be automatically restored in Little Hotelier.
Note: auto‑replenishment cannot be disabled.
Outstanding balances and refunds on cancelled bookings
When a booking is cancelled:
The room total cost values can no longer be changed.
The cancellation cannot be reversed.
Any outstanding balance on the cancelled booking will remain visible.
💡 At the moment, there is no option to remove outstanding amounts from cancelled bookings. These outstanding amounts are not included in reports and do not affect your financial reporting.
If the reservation has been cancelled but payment has already been taken:
The cancellation policy is refundable and uses Little Hotelier Payments: open the booking and click Process refund.
The cancellation policy is refundable but does not use Little Hotelier Payments: process the refund in your third‑party payment system and record it in Little Hotelier via Record refund.
Non‑refundable: no action is required.
The booking shows as confirmed, but the channel has already cancelled it
If the booking appears as confirmed in Little Hotelier but the channel has already cancelled it, ask the channel for the XML cancellation logs for that booking. These logs allow you to verify the cancellation date and time, as well as other details, for further investigation.
The cancellation was not delivered to Little Hotelier
When a booking has an unmapped rate, its cancellation will not be sent automatically to Little Hotelier. In these cases, you will need to cancel the booking manually in Little Hotelier and also update room availability manually.