Overview

When block bookings need adjusting, there are three ways to proceed:

Key takeaway: You have control when deleting the entire schedule. You have none when deleting occurrences (always sends). You must handle recurrences completely outside the system.

Cancelling an Entire Block Booking Schedule

Notification: You choose. The flow prompts you with a checkbox option.

1. Navigate to Activities V2 
   
   
    
2. Click on Block Booking Schedules
   
   
    
3. Find the block booking to cancel and click the delete icon
   
   
    
4. A confirmation prompt appears with Send Notification emails to customer:
   • Checked by default — customer will receive notification
   • Uncheck to suppress — no notification will be sent
     
     
      
5. Click Delete Schedule

Cancelling a Recurrence (e.g., All Monday Slots)

Notification: Manual only. There is no option in the system to send a notification — you must contact the customer separately.

1. Navigate to Activities V2 
   
   
    
2. Click on Block Booking Schedules
   
   
    
3. Find the block booking and click the edit icon (pencil)
   
   
    
4. Click Edit Schedule 
   
   
    
5. Click Continue
   
   
    
6. Select the recurrence to delete and click Delete Recurrence
   
   
   
    
7. Confirm the deletion by clicking Delete Recurrence again
   
   
    
8. Repeat steps 4–5 if you need to delete multiple recurrences
9. Click Continue
   
   
    
10. Click Continue again at the clash detection stage
    
    
     
11. Click Publish Schedule to save changes
    
    
     
12. Email the customer separately (outside Zendesk) to notify them of the cancellation if required.

Cancelling Individual Occurrences (Specific Dates)

Notification: Automatic & mandatory. The system sends one notification email per deleted occurrence. There is no option to suppress these emails.

1. Navigate to Activities V2 
   
   
    
2. Click Block Booking Schedules
   
   
    
3. Find the block booking and click the edit icon (pencil)
   
   
    
4. Click Edit Schedule 
   
   
    
5. Click Continue 
   
   
    
6. Click Continue (at schedule preview)
   
   
    
7. Next to each occurrence to delete, click the delete icon
   
   
    
8. Click Delete Occurrence to confirm
   
   
    
9. Repeat steps 4–5 if cancelling multiple dates
10. Click Continue
    
    
     
11. Click Publish Schedule — notifications are sent automatically
    
    

Quick Decision Guide

Is the customer cancelling…?

• ✓ The entire block booking?
  → Follow "Cancelling an Entire Block Booking Schedule"
  → You'll be prompted to decide whether to send a notification
• ✓ All sessions on a specific day (e.g., all Mondays)?
  → Follow "Cancelling a Recurrence"
  → You must email the customer separately — the system has no notification option
• ✓ Just one or two specific dates?
  → Follow "Cancelling Individual Occurrences"
  → Notifications send automatically — you cannot prevent them

Notification Behaviour Summary

Important: If a customer asks why they weren't notified of a recurrence cancellation, it's because there is no in-system notification option. Verify whether they were sent a manual email separately.

Tips & Troubleshooting

When deleting occurrences, can I prevent customer notification?
No. Notifications are mandatory and automatic for each deleted occurrence. 

Will the customer be notified when deleting an entire block booking?
Only if you checked the notification option during deletion. If you unchecked it, they won't be notified.

Can I delete multiple recurrences at once?
Yes. Delete each recurrence in the flow, then publish once. Y

Will customers be notified if I cancel one or multiple recurrences?
No. No notifications will be sent if you cancel one or multiple recurrences. If you want your customers to be notified, you will need to send an email manually covering all the changes if required.