This support article is intended to assist Renters in understanding next steps after their reservation request has been Declined by the Facility Owner.


Why Was My Reservation Request Declined?

Please note that reservation requests are Approved and Declined by the Facility Owner. Facility Owners, particularly school sites and school districts, understandably prioritize their own programs when reviewing reservation requests.

On occasion, circumstances arise that require a school or district event to take priority over an already approved community use reservation.

An example of this may be, the basketball team makes the playoffs, and the school site now requires use of their Gym that was previously not scheduled for use by the school. In such cases, an approved request can be declined, however schools usually try to accommodate a different date or a different school in the district if this happens. 


Repurposing Reservations 

If the Facility Owner is unable to advise where your reservation request may be repurposed, you may reach out to Facilitron Support at (800) 272-2962 or find@facilitron.com to assist you in locating an alternative facility, and submitting a new reservation. 


Refunds for Declined Reservations

Declined reservations with available credits may be refunded. 

If you have submitted payment via eCheck, Credit/Debit Card, or PayPal, you may go to the Reservation Details page to initiate an automated refund via the Request Refund button. 

Please note that the following restrictions apply in order for the Request Refund button to appear on your declined reservation:

  • The reservation must be Declined. Cancelled reservations, and Approved/Pending reservations with a credit due, will not display the Request Refund button.

  • The refund will be processed back to the original method of payment (Credit/Debit Card, eCheck, or PayPal), with the most recent payment being refunded first.

    • If the method of payment used on your reservation is no longer active or cannot accept refunds, please do not select the Request Refund button. Instead, please submit a request via the Refund Request Form.

    • Please allow up to 5-10 business days for the refund to reflect on your statement.

  • Please note: In the situation where you have multiple payments on a reservation with duplicate amounts (i.e. two payments of $100.00 on the reservation), you must wait a full 2 minutes while our system processes the first refund, before pressing the Request Refund button again and requesting the second refund of the same amount

  • If the reservation includes any payment via Physical Check, the Request Refund button will not appear. Please submit the request via the Refund Request Form. 

    • If the Physical Check payment has previously bounced or been refunded, and additional payment was made via Credit/Debit Card, eCheck, or PayPal, you will be able use the Request Refund button.

  • Please note that eCheck payments must go through a 10 day processing period before you may submit a refund request. The Request Refund button will not appear until 10 days after your eCheck payment was submitted. Once the 10 day processing period has elapsed, the button will appear and you may request a refund as normal.

  • The Request Refund button will not be available if the amount to be refunded is over $5,000.00.  Please contact Facilitron Support at (800) 272-2962 to request a refund in this case, or submit a request via the Refund Request Form.

You may download a receipt for this refund from the Payment History page, or reach out to Facilitron Support for additional assistance.

If the Request Refund button does not populate on your reservation, please submit a request via the Refund Request Form.

For additional assistance or questions, please contact support@facilitron.com or 1-800-272-2962.