If you have no option but to cancel a booking, providing customers with early cancellation notification is of the utmost importance. You can cancel your bookings from the supplier contact form or via the Supplier administration site. Canceling confirmed bookings harms customer satisfaction and trust. 


If you’re able to offer an alternative date and if the activity hasn't started yet, you can use the self-cancellation tool to offer an alternative date and time for customers. At the same time, you’ll be able to stop accepting bookings for the selected time slot.

Note: If you’re able to offer an alternative date, you should always contact the customer before sending the cancellation request.


If the customer doesn’t accept the alternative date, the cancellation request will be processed by our Customer Service team and once processed, you’ll receive a notification. 


To cancel a booking from the Supplier Administration


  1. Log in to the Supplier Administration > go to the Bookings tab. 

  2. Filter the booking that you need to cancel by reference code > Show details Request cancellation.                                                                                                                                                                




  3.  From the drop-down menu select the reason why you’re canceling the booking. The reasons for cancelation are split into two main categories:

    1. Operational reasons

    2. Selected reasons within Force Majeure


Note: Selecting the right reason is very important as this will be communicated to customers.



Operational reasons:


The list of operational reasons can be found in the table at the end of the page.




You’ll then be asked a series of “Yes” or “No” questions.


  1. Select “Yes” if you’ve already informed the customer about this cancellation and “No” if you haven’t.



If the activity hasn't started yet, you’ll be able to offer an alternative date and time. If the date and time of the activity have passed, you’ll no longer have the option to reschedule.


  1. Select “Yes” if you’re able to offer an alternative date for the booking > enter the date and time.




  1. Select “No” if you’re unable to offer an alternative date for the booking.


Next, you’ll need to select whether you have received a reply from the customer. 


By choosing "Customer accepted alternative", the booking won't be canceled. Instead, we'll reschedule the booking to the alternative date and send an updated voucher to the customer.

 

If you choose "Customer declined alternative" or "Customer hasn't replied" and your cancellation request has been submitted more than 24 hours before the activity starts, the booking will be canceled automatically.

 

All cancellation requests submitted less than 24 hours before the activity start will be processed manually by us.


       4. Select “Yes” if you’d like to stop accepting bookings for the selected time slot > the system will             automatically block out the timeslot. 

                                                                        OR

           Select “No” if you don’t want to stop accepting bookings for the selected time slot.

           Check the box to accept Supplier Terms and Conditions > Request cancellation. 


You’ll receive an automatic “Cancellation request sent” message. 


If the customer accepts the alternative date and time, we’ll reschedule the booking for the date offered and the status of the booking will go back to “booking accepted”. 

 

If the customer doesn’t accept the alternative date or time, the cancellation will be processed by our Care team and you’ll receive a notification. 


Until this is processed, the cancellation status will remain as “Cancellation Requested”.


Selected reasons within Force Majeure:

This relates to cases of severe force majeure. 

The list of selected force majeure reasons can be found in the table at the end of the page




1. Select time frame activity is affected by the Force Majeure event







2. Select if the FM event affects 

  1. only the tour option of the booking used to initiate the self-cxl 

  2. all tour options for that same activity





All active bookings of the same activity in the timeframe will be automatically cancelled

All customers will be informed via email

The availability will be blocked for the selected timeframe


To cancel a booking from the contact form


  1. From the contact form select > I need assistance with a booking > I need to cancel a booking.

  2. Specify the booking number > from the drop-down menu select the reason why you’re canceling the booking.

  3. Select “Yes” or “No” from the pop-up questions

  4. Check the box to accept Supplier Terms and Conditions > Submit. 


(Note: The process steps are the same if you cancel from the contact form or the self -cancelling tool as above)



CANCELLATION REASON

DESCRIPTION

Operational reasons

Guide or driver had an accident or is sick

The activity cannot be offered because the guide or the driver are not available due to sickness or accidents.

Vehicle out of order

The activity cannot be offered because the vehicle used in it is unexpectedly out of order or under unplanned maintenance.

Activity does not take place at the date or time offered on GetYourGuide


Activity not accessible due to planned maintenance

The activity cannot be offered because the attraction or part of the itinerary of your activity is closed to the public for maintenance which was planned beforehand.

Activity or activity option is no longer offered

The activity or specific activity option is no longer offered and the booking needs to be canceled.

Note: Please make sure the availability for the activity or for the activity option is blocked for the same period in order to avoid receiving future reservations.

Activity is not possible due to public holiday or planned public event

The activity cannot be offered because the attraction or part of the itinerary of your activity is closed to the public due to planned public events.

Activity not offered as described


Activity is not offered in the language the customer booked

The configurations of the activity are wrong. The language the customer booked has never been offered or is no longer offered and the booking needs to be canceled.

Customer cannot take part in the activity due to inaccurate requirements and restrictions

(e.g. activity duration, information described in "Not suitable for"/"Not allowed"/"What to bring")

The information on the sections "Not suitable for", "What to bring" and / or "Not allowed" are incorrect or incomplete and the booking needs to be canceled.

Booking cannot be confirmed


Activity is fully booked

The maximum capacity for the booked date and time has been reached.

Last-minute booking, no time to arrange or confirm

The booking needs to be canceled because there was no time to arrange a pickup or organize the activity.

Minimum number of participants was not reached

The booking needs to be canceled because the minimum number of participants to run the activity was not reached.

Isolated Force Majeure events

Bad weather conditions

(e.g. unsafe sea conditions, low sky visibility, heavy rains, low or high tide)

The booking needs to be canceled because the bad weather conditions are not suitable for the activity or impose a safety risk to customers and to your staff.

Institutional or political events

(e.g. closure of government buildings, parliaments or demilitarized zones; politician visits)

The booking needs to be canceled because there is a political event in the location, such as closure of government buildings or parliaments, visits of politicians or closure of demilitarized zones.

Political reasons

(e.g. riots, demonstrations)

The booking needs to be canceled because there is a civil unrest motivated by political reasons in the location of your activity.

Electric or internet outage

The booking needs to be canceled because there was an electric or internet outage in the attraction or in the location of our activity.

Severe Force Majeure events

Natural disaster

(e.g. volcano eruption, tsunami, severe floods, mud slides, tornado, hurricane)

The booking needs to be canceled because the location of your activity was or is currently affected by a natural disaster.

Pandemic or epidemic outbreaks

(e.g. closure due to lockdowns or other restrictions imposed to the destination)

The booking needs to be canceled because the location of your activity is currently under full or partial lockdown or there have been other restrictions imposed by local authorities.

Act of terrorism

The booking needs to be canceled because there has been a terrorist attack in the location of your activity, imposing danger to customers and to your staff.

Strike

The booking needs to be canceled because there is a strike in the location of your activity.

War

The booking needs to be canceled because there is a war or risk of war in the location of your activity.