Changing or cancelling a booking

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Changing or cancelling a booking

Audience: Member

What it is

How to change a booking (dates, guests, or a promo code), how to cancel one, and how to tell whether you get money back to your card or as account credit. You do all of it from the booking's own page, opened from My Bookings (/bookings/<id>). Booking changes follow the modification lifecycle and settlements follow the refund & credit lifecycle.

This is about cancelling a lodge booking. Cancelling your membership is a different journey — see Cancelling your membership at the end.

When you'd use it

• Your plans changed and you need different dates or a different number of guests.
• You want to apply a promo code to an existing booking.
• You need to cancel a stay and want to know what you get back.

Step-by-step

Change a booking

1. Open the booking from My Bookings (/bookings) and choose to edit it.
2. Change the dates, guests, or promo code as allowed. Some nights are locked close to check-in and may need club review before a change takes effect.
3. Review the delta — the difference in price. If the change costs more, you settle the extra (see Paying for your stay); if it costs less, you may be due a refund or credit.

A member editing their own booking always triggers the standard change-notice email, so you have a record of what changed.

Cancel a booking — and check the refund first

1. Open the booking. The Help widget's Page guide shows the booking status glossary and, once a payment has been captured, the cancellation refund schedule that applies — so you can see the refund consequence before you start the cancellation.
2. Start the cancellation and confirm. Whether you get money back, and how much, depends on how close to check-in you cancel and your club's policy:
   • Refund to card or account credit for a paid booking, per the schedule.
   • If the booking is unpaid but still cancellable, you simply see "no payment received / no refund" instead of refund tiers — there is nothing to refund.
3. The booking footer reminds you that the booking page is the live source of truth if a confirmation, payment, or cancellation email goes missing.

Refund versus account credit

Depending on the club's settings and how the booking was paid, a cancellation either refunds your card or adds account credit to your profile (shown in the Account Credit section, /profile). Account credit is applied toward what you owe on a future booking — see Paying for your stay. The exact tiers (how many days before check-in return what percentage) are a club policy; your booking's dialog shows the schedule that applies to you, and operators set it in the Booking Policies guide.

What to expect

Situation	What to expect
Change costs more	You settle the extra (delta) before the change is complete
Change costs less	A refund or account credit for the difference
Nights are locked (near check-in)	The change may need club review before it applies
Cancel a paid booking	Refund to card or account credit, per the cancellation schedule
Cancel an unpaid booking	No payment was taken, so no refund — the booking is simply cancelled
Confirmation/cancellation email missing	The booking page always shows the true current state

All amounts are shown in dollars. Refund/credit timing and eligibility follow the refund & credit lifecycle.

Cancelling your membership

Cancelling your membership (leaving the club) is separate from cancelling a booking. You start it from the Membership Cancellation section of your profile (/profile); adult participants confirm their own inclusion where required, and an admin reviews it.

The money rules are set out in CANCELLATIONS.md: paid membership subscriptions are not refunded — cancelling stops future obligations but money already paid stays with the club — while unpaid or overdue subscription invoices are cleared in the club's accounting (a Xero credit note) so they are no longer due. A family cancellation processes each participant independently. The full lifecycle is in STATE_MACHINES.md. If you instead want your data removed entirely, see the privacy and account-deletion rights in Managing your account.

Troubleshooting

Symptom	Why it happens	What to do
You cannot change the dates	The nights are locked close to check-in	The change may need club review — contact the club office
A date change is rejected mentioning a locked period	The booking has an issued invoice in a locked accounting period	Contact an administrator, as the message says
You expected a card refund but got account credit (or vice versa)	The outcome depends on how the booking was paid and club settings	Check the Account Credit section on your profile; contact the office if it looks wrong
Cancelling shows "no refund"	The booking was never paid	Nothing to refund — the booking is simply cancelled
Your membership-cancellation request is stuck	It is waiting on participant confirmations or admin review	Confirm your own inclusion; ask the club office if a link expired

Related links

• Back to the Member & Guest Guide and the documentation hub.
• Sibling guides: Booking a stay, Paying for your stay, The waitlist & offers.
• Reference: the booking modification lifecycle, the refund & credit lifecycle, and the membership cancellation policy. Operators use the Booking Policies and Refunds & Credits guides.