Free nights instead av waiving cancellation fees
We have stopped waiving cancellation fees. Instead we offer the customer free nights wishing the coming 12 months. It works great. We still want the customer to stay with us, to become a repeat customer, so its actually partially marketing. About 50 % of those who receive those free nights use them. About half of them seem to become repeat customers. I don't know the result if we would have waived the fees however.