INCOMPLETE Cancellation Number and How to Resolve
Posted by Jeff Tweddale on 13 Aug 2019 01:35 PM

BookingCenter has reported instances of online bookings taken from the Booking Engine that required DEPOSITS that were  incorectly cancelled after authorizing the card holder's credit card.  These bookings have the term 'INCOMPLETE' instead of an actual cancellation number when you look at the booking data tab of the booking.  The major problem with this bug is that the Guest believes they have a room booked, but because the system cancelled the booking, the Room is no longer held for that Guest and may be booked by another.

How to find any bookings that might be affected by this bug?  

Go to Reports, choose the Cancellation Report under the Daily Reports heading (direct link here: and choose Date type: Cancellation Date and then for the dates place in the Date From: 11-Aug-2019 (which is when this bug was introduced at ~ 10:30 pm PDT) and Date to: (today's date).  Click 'Generate Report' and examine the Report results for cancellations that were cancelled between 11-Aug-2019 and today.


If you have any bookings with the Cancellation Number shown as: COMPLETE or PLETE (partially written on your report) than this problem might apply to this booking.  Use the column "Booking Identifier" to search for the booking and find out of this was a legitimate cancellation or not.  Here's how to Search Bookings.

  1. If the booking has a normal cancellation number such as 15432C on the Cancellation Report, then don't worry, it was a legitimate cancellation, do nothing further.
  2. If the booking has the Cancellation Number shown as: COMPLETE or PLETE and is a legitimate cancellation (ie, Guest is not expecting to show), do nothing further.
  3. If the booking has the Cancellation Number shown as: COMPLETE or PLETE but should NOT have been cancelled (ie, Guest is expecting to show), you will need to CLONE that booking and associate your deposit payment to the new booking you make.  The old booking with the term 'INCOMPLETE' instead of an actual cancellation number CAN'T be used again, as it was cancelled.



If the original booking had an authorization applied (viewable in the Manage Credit Cards area), but no payment is on the folio, than that authorization will expire on its own in a short time. The Guest wasn't charged any monies, though an authorization was held.  


Follow Up With Affected Guests

Since you will want to take a deposit on the new booking you are making, you need to manually apply a deposit to the Folio using the card that was saved with the original booking.  This can only be viewed and taken from the Manage Credit Cards area.  

You will then wish to send the Guest a confirmation letter so they know their booking is good and they have the correct confirmation letter.


We apologize for this bug and are working hard to resolve it so that it will not occur again.

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