How can I immediately reopen rooms to resell them after certain cancellations?

To help you save time on handling common cancellation requests, we’ve created the Cancellation Fee Exceptions tool.

The tool lets you pre-approve waived fees for eligible cancellation requests, so you can process them quickly and get your rooms back on sale straight away.

To determine which cancellations are eligible, you can select your preferred time frame between booking and cancellation. For example, most cancellations occur within 1 day of a booking being made. Your calendar will be updated immediately and the cancelled rooms will go back on sale.

To enable this feature, just visit the extranet Opportunity Centre, find the relevant opportunity and click on ‘Action’.

If you don’t see this option in your Opportunity Centre, just follow the steps below:  

  1. Log in to your extranet and click on the ‘Property’ tab.

  2. Select ‘Policies’.

  3. Under ‘Cancellations and prepayment policies’, click ‘Change/Add details’ for the policy you wish to make an exception to.

  4. Tick ‘Yes’ to the question: ‘Is there a period when the guest can cancel free of charge?’.

  5. Specify the conditions that will apply.

  6. Remember to click ‘Save’ when you’re done.

Note: For non-refundable and partially refundable reservations, you’ll be charged commission on any cancellation fees you receive. Such reservations are bookings where the guest is obliged to pay a specified, non-refundable amount (full or partial reservation cost), even if they don't end up staying at your property.