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How do I set up and work with cancellation policies?

Updated 1 month ago

By setting up cancellation policies, you can let guests know what to expect if they cancel or change their booking – and protect yourself from a potential loss of income. There are two simple things you can do to handle cancellations in a way that suits your business:

Add or change cancellation policies

  1. Click on the ‘Property’ tab in the extranet and select Policies.

  2. Click on the ‘Edit’ button of the policy you would like to adjust.

  3. Adjust the settings of the policy:

    a. You can specify if there is a period when free cancellation is possible, as well as the permitted time frame for this before the guest’s arrival.

    b. You can also specify how much the guest will be charged in case of a cancellation or no-show.

  4. Remember to click ‘Save’ when you’re done. This setting will apply to future bookings.

Add or change cancellation policies for specific rates

After creating a new policy, you need to connect it to a rate in order for it to be activated on your page:  

  1. Go to the ‘Rates and Availability’ tab.

  2. Click on Rate Plans, then ‘Edit’ under the rate you’d like to attach the new policy to.

  3. Under ‘Which policy?’, select the new policy you created.

  4. Click on ‘Review’ to double-check that the information is accurate.

  5. Click on ‘Activate Rate Category’ or ‘Activate Rate Plan’ to finalise.



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