When you cancel a booking or activity, you can send the guest a cancellation message in the same step — so they know their trip is off and don't turn up for something that isn't happening. The message uses a template in the Cancellation category, and you choose it right in the cancel dialog.
In this article
Send a cancellation message
- Open the trip and start the cancellation — on the booking's menu, choose Cancel this booking (or cancel the activity).
- In the Cancel Activity dialog, tick Notify lead guest of cancellation.
- Under Choose a template to send, pick your cancellation message.
- Add an optional note if you want to explain what happened, then confirm the cancellation.
The guest gets the cancellation email (and SMS, if the template has an SMS version and they have a mobile number) as soon as you confirm.
Good to know
- Reminders and follow-ups stop automatically. Cancelling a booking cancels any of its queued reminders and follow-ups, so a cancelled guest won't get a "your trip is tomorrow" email.
- A refund isn't automatic. Cancelling doesn't refund the guest on its own — handle that separately (and its own refund message goes out when you do).
- Notifying is optional. Leave the box unticked to cancel quietly without emailing the guest.
- The template is a normal message template. Edit its wording under Message Templates; it must be in the Cancellation category to appear in the picker.
Frequently asked questions
Does cancelling a booking email the guest automatically?
Only if you tick Notify lead guest of cancellation in the cancel dialog and choose a template. Leave it unticked to cancel without sending anything.
Will a cancelled guest still get reminders?
No. Cancelling the booking cancels its queued reminders and follow-ups automatically.
Does cancelling refund the guest?
No — cancellation and refunding are separate. Process the refund yourself; a refund message goes out as part of that.
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