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Cancelled Reservation Report .ng

Cancelled Reservation Report Overview

Parent Hub: 🛎️ Front Desk & Guest Services

Category: 🧳 Arrivals & Departures

Target Roles: Front Office Managers, Reservations Managers, Revenue Managers, Hotel Controllers, General Managers, Guest Services Supervisors

Key Value: Monitor cancelled individual and group bookings, audit cancellation penalties and waived fee charges, track cancellation reasons and lead times, review user cancellation activity, and manage inventory release back to bookable availability.

Executive Summary

The Cancelled Reservation Report is a primary front office audit, inventory management, and revenue control document within the 🧳 Arrivals & Departures category of the 🛎️ Front Desk & Guest Services hub. Designed to provide complete operational and financial visibility over lost booking volume, it itemizes every individual reservation and group block cancelled in the Property Management System (PMS) across specified cancellation date windows.

  • By organizing lost demand into 2 defined report sections: Cancelled Reservations and Cancelled Groups, this report enables front office managers, revenue directors, and hotel controllers to audit individual guest cancellations (Cancelled Reservations) alongside group block cancellations (Cancelled Groups). It tracks cancellation timestamps (Cancellation Date, Cancellation Time), cancellation reference numbers (Confirmation Number, Cancellation Number), lost stay revenue (Cancelled Charges, Cancelled Charges Taxes, Cancelled Charges Fees), assessed late cancellation fees (Cancellation Penalty, Cancellation Penalty Taxes, Cancellation Penalty Fees), cancellation reasons (Cancellation Reason, Cancellation Remarks), and cancellation user credentials (Cancelled By).

Key Capabilities

  • Two-Section Cancellation Audit: Separates lost individual guest stays (Cancelled Reservations) from lost group blocks (Cancelled Groups) for targeted inventory and revenue loss analysis.

  • Penalty & Fee Assessment Tracking: Displays lost room revenue (Cancelled Charges) alongside assessed late cancellation penalties (Cancellation Penalty) and associated tax/fee postings (Cancellation Penalty Taxes, Cancellation Penalty Fees).

  • Cancellation Reason & Remark Classification: Logs documented cancellation justifications (Cancellation Reason, Cancellation Remarks) to evaluate guest attrition trends, policy enforcement, and market shifts.

  • User & Agent Traceability: Captures the exact staff username or system agent (Cancelled By) who processed the cancellation entry.

  • Inventory Release & Stay Timeframe Audit: Itemizes original arrival dates (Arrival Date), stay lengths (Number Of Nights), assigned room categories (Room Type), rate plans (Rate Plan), and booking sources (Source) to track released room inventory.

Report Views & Functional Breakdown

The Cancelled Reservation Report presents lost demand data in a structured matrix across 2 defined sections:

┌────────────────────────────────────────────────────────────────────────┐
│                   CANCELLED RESERVATION REPORT                         │
├────────────────────────────────────────────────────────────────────────┤
│                       2 Defined Report Sections                        │
├──────────────────────────┬──────────────────────────┬──────────────────┤
│ 1. Cancelled Reservations│ 2. Cancelled Groups      │                  │
│    Section (Individual)  │    Section (Group Blocks) │                  │
└──────────────────────────┴──────────────────────────┴──────────────────┘
1. Cancelled Reservations Section

Monitors all individual transient, corporate, and promotional guest room cancellations processed during the selected report date range.

  • Primary Use: Tracking individual reservation cancellations, auditing cancellation fee assessments versus waivers, verifying cancellation reference numbers, and reviewing agent processing timestamps.

  • Key Metrics: Cancellation Date, Cancellation Time, Confirmation Number, Cancellation Number, Guest Name, Rate Plan, Arrival Date, Number Of Nights, Cancelled Charges, Cancellation Penalty, Cancelled By.

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Cancelled Reservations Section (Columns 1 - 17)
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Cancelled Reservations Section (Columns 16 - 31)
2. Cancelled Groups Section

Isolates cancelled group master blocks, group allocations, and event room blocks.

  • Primary Use: Auditing group contract cancellations, tracking group room night attrition, evaluating group penalty fee postings, and reviewing group sales release activity.

  • Key Metrics: Cancellation Date, Group Code, Group Name, Billing Type, Confirmation Number, Rate Plan, Arrival Date, Number Of Nights, Cancelled Charges, Cancellation Penalty.

Image 10-10-26 at 3.40 PM.png
Cancelled Groups (Columns 1 - 14)
Image 10-10-26 at 3.43 PM.png
Cancelled Groups Section (Columns 14 - 27)

Data Dictionary (Dynamic View Columns)

Customize your default view using the Configure (⚙️) icon on the report page. Below is the full data dictionary representing every column available in this report:

💡 Financial Calculation Note: Cancelled Charges represents the gross lost room revenue from the cancelled reservation. Cancellation Penalty reflects assessed late cancellation or no-show penalty fees billed to the guest or company folio.

Column Name

Section Applicability

Description

Data Source / System Mapping

Includes Taxes & Fees?

Cancellation Date

Both Sections

Calendar date on which the cancellation was processed in the PMS.

PMS Audit Trail > Cancellation Date

N/A

Cancellation Time

Section 1

Exact timestamp recording when the individual cancellation was processed.

PMS Audit Trail > Cancellation Time

N/A

Confirmation Number

Both Sections

Primary unique alphanumeric reservation identifier.

Reservation System > Confirmation Number

N/A

Cancellation Number

Both Sections

Unique reference number generated upon successful cancellation processing.

PMS Audit Trail > Cancellation ID

N/A

Group Code

Both Sections

Alphanumeric group code associated with the reservation or group block.

Reservation / Group System > Group Code

N/A

Group Name

Section 2

Full descriptive title of the cancelled group block (e.g., HotelKey Quarterly Meeting, TESLA).

Group Master Setup > Group Name

N/A

Billing Type

Both Sections

Folio routing arrangement assigned to the booking (e.g., INDIVIDUAL, CONSOLIDATED FOLIO FOR ROOM RENT).

Billing Setup > Routing Type

N/A

Guest Name

Both Sections

Combined full name of the primary registered guest.

Guest Profile > Full Name

N/A

First Name

Both Sections

First name of the primary registered guest.

Guest Profile > First Name

N/A

Last Name

Both Sections

Last name of the primary registered guest.

Guest Profile > Last Name

N/A

Contact Role

Both Sections

Designation or contact role on the reservation profile.

Guest Profile > Role Title

N/A

Loyalty Number

Section 1

Guest loyalty membership identification number.

Guest Profile > Loyalty ID

N/A

Source

Both Sections

Booking channel or origin interface (e.g., PHONE, PROPERTY, REGIONAL SALES OFFICE).

CRS / PMS > Reservation Source

N/A

Rate Plan

Both Sections

Code of the rate plan assigned prior to cancellation (e.g., IGCOR, IDME0, IDAPF, GCG01).

Reservation System > Rate Code

N/A

Room Type

Section 1

Code representing the room category allocated prior to cancellation.

PMS > Room Type Code

N/A

Arrival Date

Both Sections

Scheduled check-in date of the cancelled reservation.

Reservation System > Arrival Date

N/A

Number Of Nights

Both Sections

Total physical room nights spanned by the cancelled stay.

Reservation System > Total Nights

N/A

Guarantee Method

Both Sections

Payment guarantee type attached to the reservation (e.g., CREDIT CARD, PROPERTY).

Reservation Billing > Guarantee Type

N/A

Cancellation Policy

Both Sections

Full policy terms and deadline rules governing the cancellation.

Rate Engine > Policy Text

N/A

Cancellation Deadline

Section 1

Deadline date/time prior to which cancellation was permitted without penalty.

Rate Engine > Deadline Timestamp

N/A

Cancellation Reason

Both Sections

Selected justification or category explaining why the booking was cancelled.

PMS Cancellation Prompt > Reason

N/A

Cancellation Remarks

Both Sections

Free-text operational notes entered during cancellation processing.

PMS Cancellation Prompt > Remarks

N/A

Cancelled Charges

Both Sections

Gross base room revenue lost due to the cancellation.

SUM(Lost Base Room Revenue)

❌ No

Cancelled Charges Taxes

Both Sections

Total room taxes associated with the lost room charges.

SUM(Lost Room Taxes)

N/A

Cancelled Charges Fees

Both Sections

Total non-tax fees associated with the lost room charges.

SUM(Lost Room Fees)

N/A

Cancellation Penalty

Both Sections

Base late cancellation or forfeiture penalty fee assessed to the folio.

Folio Posting > Base Penalty

❌ No

Cancellation Penalty Taxes

Both Sections

Taxes assessed on the cancellation penalty fee.

Folio Posting > Penalty Taxes

🟢 Yes

Cancellation Penalty Fees

Both Sections

Non-tax surcharges assessed on the cancellation penalty fee.

Folio Posting > Penalty Fees

🟢 Yes

Sub Source Code

Both Sections

Secondary channel distribution code.

CRS > Sub-Source Code

N/A

Sub Source Name

Both Sections

Secondary channel distribution name.

CRS > Sub-Source Title

N/A

Cancelled By

Section 1

Staff name or user ID of the employee processing the cancellation.

Security Audit Trail > User Name

N/A

Purpose Of Visit

Both Sections

Documented reason or travel purpose category.

Reservation Profile > Visit Purpose

N/A

Customization & Platform Features

User & Property Preferences

  • Personal Preference: Tailor your individual view by hiding or dragging columns. Your preferences save automatically for future sessions.

  • Property Defaults: System Admins can configure standard default layouts across all property users to streamline operational reporting. To maximize audit efficiency, group the columns into the below logical blocks:

    • Section 1: Cancelled Reservations

      • Cancellation Audit & Tracking (Cols 1–6): Confirmation Number | Cancellation Number | Cancellation Date | Cancellation Time | Cancelled By | Group Code

      • Guest Profile & Contact Identification (Cols 7–12): Guest Name | First Name | Last Name | Contact Role | Loyalty Number | Company / Billing Type

      • Stay Itinerary & Room Details (Cols 13–15): Arrival Date | Number Of Nights | Room Type

      • Rate Plan & Channel Mapping (Cols 16–19): Rate Plan | Source | Sub Source Code | Sub Source Name

      • Policy, Compliance & Reason Tracking (Cols 20–24): Guarantee Method | Cancellation Deadline | Cancellation Policy | Cancellation Reason | Cancellation Remarks

      • Financial Impact & Penalty Assessment (Cols 25–30): Cancelled Charges | Cancelled Charges Taxes | Cancelled Charges Fees | Cancellation Penalty | Cancellation Penalty Taxes | Cancellation Penalty Fees

      • Audit Notes (Col 31): Purpose Of Visit

    • Section 2: Cancelled Groups

      • Group Identification & Audit (Cols 1–4): Group Code | Group Name | Cancellation Date | Cancellation Number

      • Group Contact & Billing (Cols 5–10): Guest Name | First Name | Last Name | Contact Role | Billing Type | Confirmation Number

      • Group Itinerary & Rate Mapping (Cols 11–16): Arrival Date | Number Of Nights | Rate Plan | Source | Sub Source Code | Sub Source Name

      • Policy & Reason Compliance (Cols 17–20): Guarantee Method | Cancellation Policy | Cancellation Reason | Cancellation Remarks

      • Financial Impact & Penalty Assessment (Cols 21–26): Cancelled Charges | Cancelled Charges Taxes | Cancelled Charges Fees | Cancellation Penalty | Cancellation Penalty Taxes | Cancellation Penalty Fees

      • Audit Notes (Col 27): Purpose Of Visit

Report Toolbar & Quick Actions

Use the top-right toolbar icons on the report page to manage and export your data view:

Icon

Action / Feature

Description
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Knowledge Article

Opens the knowledge base article to learn how to interpret this report.
Image 9-29-26 at 12.37 PM.png

Saved Views

Saves your column filtering, sorting, and highlight preferences so you can easily reload your custom view later without reconfiguring the report.
Image 9-29-26 at 12.39 PM.png

Filter

Opens filter controls to isolate specific data within a column based on your selected criteria.
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Highlight

Highlights column values in a designated color based on selected conditions.
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Export

Exports and downloads the report in various formats (Excel, PDF, CSV) for offline analysis or printing.
Image 9-29-26 at 12.43 PM.png

Configure

Opens column selection controls to toggle visibility, reorder columns, or hide rows with all zeros.
Image 9-29-26 at 12.44 PM.png

Additional Configuration

Provides advanced report configuration and display formatting options to customize data presentation.
Image 9-29-26 at 12.53 PM.png

Group By

Summarize and group report data dynamically in real time.
Interactive Visualizations & Grouping Controls

  • Group By & Pie Chart Visualization: The Cancelled Reservation Report features an interactive pie chart to help analyze financial loss drivers and reason code share distributions. Users can group cancellation records on the fly by Cancellation Reason or Source across the Cancelled Reservations and Cancelled Groups sections to evaluate staff processing volume and loss drivers. By selecting a metric from the Select Base Column dropdown menu—such as Cancelled Charges, Cancelled Charges Taxes, Cancelled Charges Fees, Cancellation Penalty, Cancellation Penalty Taxes, or Cancellation Penalty Fees—the chart dynamically renders percentage share breakdowns accompanied by an interactive color-coded legend.

Image 10-10-26 at 3.46 PM.png
Group By & Pie Chart Visualization
Advanced Controls

  • Exporting & Attrition Analysis: Download in Excel or PDF format to support daily front office audits, monthly controller reconciliations, and group attrition analysis.

  • Filtering: Filter data by specific Cancelled By username, isolate penalty assessments (Cancellation Penalty > $0), or filter for specific arrival date windows.

  • Highlighting (Conditional Formatting): Apply custom rules to automatically highlight high-value lost reservations, late cancellations, or waived penalty fees.

Within 🛎️ Front Desk & Guest Services & 🧳 Arrivals & Departures:

  • Booked Reservations – Audit log tracking newly created and modified reservation entries.

  • Arrivals – Detailed daily manifest of expected arriving guests, check-in statuses, and room assignments.

  • Departures List – Daily manifest tracking scheduled guest departures, check-out statuses, and folio balances.

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