Cancelling a Reservation
Overview
You can cancel a reservation that is pending, pending approval, or confirmed. Before you confirm the cancellation, the app shows you exactly how much you will be refunded and any cancellation fee that applies.
Which Reservations Can Be Cancelled
| Reservation status | Can cancel? |
|---|---|
| Pending (received, awaiting facility review) | Yes |
| Pending approval | Yes |
| Confirmed | Yes |
| Checked in | No — use Early Check-out instead |
| Completed | No |
| Cancelled | No |
If you have already checked in and want to leave early, please use Early Check-out rather than cancellation. Early check-out does not include a refund.
How to Cancel
- Open the Reservations tab and tap the reservation you want to cancel.
- Tap the Cancel button on the reservation detail screen.
- A cancellation preview appears (see below).
- Review the details, then tap Confirm cancellation.
What the cancellation preview shows
| Item | Description |
|---|---|
| Refund amount | The amount that will be returned to you |
| Cancellation fee | Any fee deducted from your payment |
| Policy tier applied | The tier of the facility's cancellation policy based on time remaining before check-in |
| Access code notice | A note that your access code / key will be revoked immediately upon confirmation |
Tapping "Confirm cancellation" cannot be undone. Please review the refund amount and any fees carefully before proceeding.
Cancellation Fees and Refunds
The refund amount and any cancellation fee are determined by the facility's cancellation policy. Policies are tiered by how many hours remain before your check-in time. The exact amounts are shown in the preview screen before you confirm — no surprises.
- Cancellation policy details vary by facility.
- The amounts shown in the in-app preview are the amounts that will be applied.
Your Access Code / Key Is Revoked Immediately
Once your cancellation is confirmed, the access code and QR code for that reservation are revoked immediately and can no longer be used to open the door.
Frequently Asked Questions
Can I cancel after I have checked in?
No. Once you have checked in, the cancel option is no longer available. If you want to leave early, use Early Check-out from the reservation detail screen. Early check-out does not include a refund.
When will I receive my refund?
Refunds are processed according to the facility's cancellation policy after your cancellation is confirmed. The time it takes to appear in your account depends on your card issuer (typically a few days to a few weeks).
I don't see a Cancel button
Check the status of your reservation. The Cancel button is not shown for checked-in, completed, or already-cancelled reservations. If you have checked in and want to leave early, use Early Check-out instead.