This article answers the question "how do I cancel a reservation?"
Last Updated: August 8, 2024
Link to Feature: There is no link directly to cancellations, you will want to start at the reservation you wish to cancel.
Quick Links
Cancel a Reservation using Cancellation Rules
How to Manually Process a Cancellation
Cancel a Reservation with Multiple Units
Cancellation Request from the Guest Portal
Overview
There are two ways to cancel reservations in Firefly. (1) Using Cancellation Rules and (2) Manually processing a cancellation. While we highly recommend setting up cancellation rules, there may be times where you will need to process a cancellation manually so we have included the steps below.
How to Cancel a Reservation with Cancellation Rules
If you are a clerk that needs access to change refund amounts upon cancelling a reservation, have your Firefly Reservations admin update your user permissions to include the following: 
This process is assuming your park has set up cancellation and refund rules. If you have not yet done so, and wish to - please proceed to follow the steps in this help article. Thanks!
- Go to the reservation you wish to cancel
- Click Options in the top right corner
- Click Cancel Reservation
- A box will appear that matches the cancellation rules you have set, giving you the option to review (and potentially make changes) to any of the refund amounts or refund payment methods as needed.
- The second portion of this window will include any extra fees or refund totals for the reservation.
- Click Cancel Reservation to proceed
- Once you click Cancel Reservation the unit(s) will be freed up on the grid to be booked, and any refunds, or charges set in your cancellation rules will be processed.
How to Manually Process a Cancellation
If your park has no cancellation rules set up, then when you cancel a reservation, you will be prompted with this message: 
If you wish to set up cancellation rules, you can find instructions here
When you click "Cancel Reservation" it will only free up the grid. You will still need to process any refunds, or balancing the financial amounts as needed.
💡 Tip: We recommend taking care of the financial side of a cancellation first, and then clicking "options" > "cancel" within a reservation. You can do so by following the steps below.
Step 1: Necessary Fees or Charges
Add and pay for any necessary charges or fees, like a cancellation or clean-up fee.
There are 3 options to add charges...
- POS Item
Click this link for the steps to Charge POS Transaction to a Reservation - Reservation Add-on
Most parks have cancellation fees, and other frequent reservation charges, set up as an add-on. Follow the steps in this article to use the add-on option, Reservation Add-ons - New Charge
The New Charge option is available on the reservation's Charges tab. It is most frequently used for unique, one-off charges.
Any of these charges may be paid directly from another paid charge (like a deposit or site fee) by clicking on the Options drop down next to the payment, then selecting Transfer to another charge.
Step 2: Refund
As mentioned, cancelling a reservation does not initiate any automatic refunds. Any necessary refunds must be done separately before cancelling the reservation. (Note: if you happen to cancel a reservation before doing refunds, you still have access to go back and issue them)
Before moving on through this article, follow these steps on the refunds article to issue appropriate refunds before cancelling.
Step 3: Cancel the Reservation
After any desired charges have been added and payments have been refunded, you can now cancel the reservation by clicking Options > Refund Reservation on the top right of the reservation.
Once canceled, you will then see the reservation status has been updated to canceled.
If you need to restore a canceled reservation, just click the Options menu again, and select Restore Reservation.
Cancellations for Reservations with Multiple Units Booked
In some cases, a guest reservation includes multiple units. If a guest wants to cancel only specific units on a larger reservation then you do not cancel the entire reservation.
Instead, Firefly allows you to just remove the specific unit from the reservation.
- Navigate to the reservation and view the Units tab.
- On the unit the guest is cancelling, click the Options dropdown then select Remove Unit.
Cancel an Individual Unit from a Larger Reservation
If no payments were applied, the unit's charge will be automatically deleted.
If the unit's charge has a payment, removing the unit will not automatically delete a scheduled payment, refund a prior payment, or delete a charge. Navigate to the Charges tab to make those changes.
Cancellation Request from the Guest Portal
When a guest logs in to the guest portal to manage their reservation, they will have the option to request their reservation be canceled.
Guest can request to cancel their reservation from the guest portalThis does NOT cancel their reservation however, this just sends an email to your property to let you know a guest has requested to cancel the reservation. If you do decide to cancel the reservation, you will have to cancel the reservation using the steps outlined above.