Why aren't bookings being auto-cancelled?

Problem / Question

1. Why aren't bookings being auto-cancelled?

2. The Cancel booking that are not started after X minutes tick box is set, but bookings that haven’t been checked in to aren’t being cancelled automatically?

Solution / Answer

If the Cancel bookings that are not started after X minutes setting is switched on and the auto-cancellation period is longer than the booking, the booking won’t be automatically cancelled.

For example, the Cancel booking that are not started after X minutes setting has been set to 30 minutes and a booking has been made for 15 minutes. Because the booking length is less than the auto-cancellation period the booking will never be automatically cancelled by the system if a user does not check-in to the booking.

To prevent this, you need to consider changing the number of minutes you’ve set for the Cancel booking that are not started after X minutes tick box.

Set up Check-ins settings

To set up the Check-ins settings of a location or resource:

1. Select Admin in the navigation bar.

2. Select Locations and resources under the Location Settings section in the side menu.

3. Select Edit hierarchy. The Locations and resources hierarchy will appear.

4. Select Edit next to the location or resource you want to change. The Edit [Location or Resource] pop-up will appear with the General tab selected by default.

5. Select the Settings tab.

6. Select the correct resource using the booking category selector .

7. Select the Override global settings or Override [location or resource] tick box under the Check-ins section.

8. Check if any of the tick boxes are greyed out. If they are, this means that these settings are inherited from a higher level in your resource hierarchy. You may have them switched on at that level for a reason.

9. Select the Require booking to be started to confirm use tick box.

10. Select if you want the bookings to be started by 1 of the following:

    • attendees only – only people who have been invited to the booking, including the booking organiser (administrators, location administrators, and location managers can always check-in a booking).

    • any user – any Matrix Booking user in your organisation or an organisation your sharing resources with.

    • anyone – anyone who can access your resources (for example, external visitors using your signage devices).

11. Enter the time you want for a booking to be started beforehand (for example, 10 minutes before the start time).

12. If you want bookings to be checked in to by people who are physically present and prevent remote check-ins, select the Only allow on-site check-in methods tick box. This setting should be used for frictionless check-ins.

13. If you want bookings to be auto-cancelled if they haven’t been started, select the Cancel booking that are not started after X minutes tick box.

14. Enter the time you want a booking to be auto-cancelled if it’s not been started (for example, 10 minutes).

15. If you want a repeat booking series to be auto-cancelled if they are continually missed, select the Cancel the remainder of a repeat booking series after X missed starts tick box.

16. Enter the number of bookings in a booking series that’ll be auto-cancelled if that number of bookings is missed consecutively.

17. Select either of the following and the pop-up will close to return you to the Locations and resources hierarchy:

    • Save to keep you changes.

    • Close to discard your changes.

      

18. Select Save changes.