Managing cancellations effectively

While we can’t prevent cancellations completely, we can help you control certain scenarios, minimise their business impact and, ultimately, secure more income.

We listened to your feedback and compiled tips on how to use our solutions to reduce your workload, costs and the risk of empty rooms.

Explore scenarios

scenario 1 trial


Scenario 1: Your cancellation rate is higher than similar properties in your area 

Explore this scenario

cancellation advice scenario 1


Scenario 2: You’re losing income on last-minute cancellations and no-shows

Explore this scenario



Scenario 1: Your cancellation rate is higher than similar properties in your area


If your extranet ‘Cancellation characteristics’ report is telling you that your property has a higher than average cancellation rate, here are some suggestions on how to reverse that trend:


Check your own cancellation rate





cancellations report_advice page

Note: Your ‘Cancellation characteristics’ report shows the percentage of cancelled bookings. Your ‘Opportunity Centre’ shows the proportion between the monetary value of cancellations and bookings received in the last 30 days. So you may notice a difference between the two values.

Our advice Solutions
• Offer a mix of rates and policies – discounted, non-refundable, flexible – to appeal to all kinds of guests. Rate plans

• For non-refundable rates, verify credit cards up front, pre-authorise a small amount or request a prepayment in advance.


• Manage and minimise your risk for all rates and policies.


and prepayment policies


• Offer multiple payment options – including paying online – to increase your chances of securing revenue. Online Payments


• Use message templates and the Pulse app to reply to guests fast, remove doubts and reduce cancellation risks.

Messaging tools



• Check your extranet ‘Cancellation characteristics’ report regularly to track your progress. Cancellations report



Scenario 2: You’re losing income on last-minute cancellations and no-shows

We understand that last-minute cancellations and no-shows can be particularly harmful to your business – leaving you with no time and no way to recover lost income. Here are some suggestions on how you can reduce these situations*.  


*For properties and/or markets that can offer non-refundable policies

Our advice Solutions
• Set up prepayment or deposit policies to secure revenue up front, or pre-authorise the cost of the first night to reduce no-shows. Cancellation and prepayment policies

• See how far ahead guests book in your cancellation report, then add attractive rates and less flexible policies for book windows that are cancelled most.


• Only accept cash? Add non-refundable rates and a deposit policy to minimise reservations from indecisive bookers.
Rate plans

Reduce cancellations’ impact on your revenue – let us resell rooms for you:


• Ask for a replacement guest and we’ll give your cancelled room a marketing push for max. 24 hours. (Requires you to offer flexible cancellation).


• Sign up to Risk-Free Reservations and we’ll try to resell your cancelled room – and guarantee you get paid either way. (Requires you to have a prepayment policy and meet eligibility criteria).



Ask for a replacement guest


Risk-free reservations



Want to explore more ways to reduce cancellations and their impact on your business? 

Read our cancellations guide


Curious to hear your fellow partners’ advice on cancellations?

Get tips from the Partner Community