How can customers cancel or reschedule in the portal?
Find the booking actions and understand the cancellation deadline.
Customers open the booking from upcoming bookings, recent activity, or the Manage Booking button in their confirmation or reminder email. Booking details show Cancel and Reschedule when the service permits the action. To reschedule, the customer picks a new date on a month calendar and then a time.
The service's Cancellation Deadline sets how long online changes stay open. A blank deadline means 24 hours before the start, and 0 allows changes until the booking starts. Once the deadline has passed, the portal explains that online cancellation has closed and asks the customer to contact the venue. Staff can still move the booking with Reschedule; the dialog warns that the customer's deadline has passed.
Imported bookings, such as stays synced from Mews or bookings added through a data import, can't be changed by the customer. The portal hides Cancel and Reschedule and asks the customer to contact the venue. Stays and bookings seated across combined tables can't be rescheduled online either.
A scheduled booking labelled Awaiting payment still needs payment. A waitlist Place offered label describes an offer that must be accepted before it expires.
See Customer Portal.