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Booking violated my cancellation policy

We have 14 day’s cancellation policy, guest cancels on arrival day and gave them refund without my permission!? Does anyone has a similar or the same experience? Are policies there for no reason? 





There has to be alot more to this than the little you have shared.


  • When booked?
  • What rate type?
  • What cancel policy do yuo see when you open the reservation details page and scroll down?



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Goran Đurđević

Hi Brook,

there isn’t a lot more to share. Situation was exactly as described. But customer service team has fixed this unexpected error. 

thank you for answering and trying to help.