Setting up cancellation policies

Updated 1 month ago | 3 min read time

Setting up cancellation policies allows you to let guests know what to expect if they cancel or change their booking. It can also help protect you from a potential loss of income.

To set up a cancellation policy, you first need to create the policy and then connect it to one or more of your Rate Plans. Keep in mind that the new policy will only apply to bookings you receive after you set it up.

You can also set up temporary policy exceptions that only apply on certain dates. This will temporarily override the default policy normally applied to your rate plan.

What’s in this article:

How to create a new cancellation policy

  1. Log in to the extranet.
  2. Click on Property and then click on Policies.
  3. Click on Create new cancellation policy.
  4. Select whether you want to offer a free cancellation period, and if so how long before arrival the guest can cancel for free.
  5. Specify how much you’ll charge the guest for cancelling after the free cancellation period ends (or if there’s no free cancellation period) or if they don’t show up.
  6. Click on Save.

How to connect a cancellation policy to a rate plan

After you create a new cancellation policy, you need to connect it to a Rate Plan so that it appears to travellers looking to book a stay at your property. Here’s how to do it:

  1. Log in to the extranet.
  2. Click on Rates & Availability and then click on Rate Plans.
  3. Click on the rate plan you want to connect your new cancellation policy to and then click on Edit.
  4. Under Policy, click on Edit.
  5. Select the cancellation policy you want to connect to the rate plan and then click on Save.
  6. Click on Apply changes.

How to create a temporary policy exception

Follow these steps to create a temporary policy exception:

  1. Log in to the extranet
  2. Click on Property and then click on Policies
  3. Go to the Create temporary policy exceptions and click on Edit

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