💡 Important to know:
To set up cancellation policies, go to Direct booking > Setup > Cancellations.
Learn how to set up your property’s cancellation policies and penalties for reservations made through your direct booking engine. These policies and penalties can be set at the property level or the room rate level.
Property cancellation settings
This is where you can set up your cancellation policy and penalties at a property level (applies to your whole property).
To set these up, go to Direct booking > Setup > Cancellations.
Enable or disable property cancellation messaging
Under Property Level Cancellation Settings, the status for Cancellations is shown. Click on the Enabled or Disabled button to change the status for all rooms in your property.
If cancellations are Enabled:
All room rates will show the Property Cancellation Policy.
As long as both the property and the room rate booked allow cancellations, confirmation e-mails will include the “Cancel your booking” or “Modify your reservation” links for guests to cancel or modify by themselves.
Guests are able to cancel or modify according to your policy and penalty rules.
If a guest modifies their own reservation, the booking engine will recalculate the rates and show any price difference, which should be handled by your property.
If cancellations are Disabled:
No room rates will show the Property Cancellation Policy unless you override this by specifically setting it up per room rate.
No cancellation links appear on guest confirmation e-mails. Guests are unable to cancel or modify their reservations and must contact your property directly to do so.
Set up property cancellation policies
To add a new policy or edit an existing policy, go to Property cancellation policy > Edit policy.
Enter your cancellation policy message in the text box.
Click on Save.
Guests will see your Property cancellation policy during their booking journey:
In your direct booking engine under the Policies tab.
During booking, when they click on the room rate (pop-up window).
Before completing the booking.
After completing the booking, on the confirmation page.
On the booking confirmation e-mail.
⚠️ If there is text in the cancellation policy text box, it will be displayed in the confirmation e-mail regardless of your settings.
Set up property cancellation penalties
To set up a penalty, go to Property cancellation policy > Add New Penalty.
In the Property Policy pop-up window, add the penalty rules:
Basic rules:
Default policy? checkbox - applies the penalty at all times.
Start date / End date fields - applies the penalty for a specific period.
Advanced rules:
+Add Rule - to add more rules.
Days prior to check-in - determines when the penalty should be applied.
Penalty type - use the dropdown menu to select what type of penalty should be applied:
No penalty - use to override certain rates on specific dates.
Full amount - apply to charge the guest the full amount of the stay.
Percentage - add in the Percentage box to charge a percentage of the full amount.
First night - apply to charge the guest the cost of the first night.
Fixed amount - add in the Amount box to charge the guest a fixed fee.
Remove - deletes the rule.
Click on Create to save this penalty or close the box to cancel.
Guests will see your Property cancellation penalties during their booking journey:
In your direct booking engine, on the availability page (side cart section). Cancellation penalty messaging includes:
Non-Refundable
Cancellation fee applies
Free cancellation
Free cancellation before <date>
Before completing the booking, on the checkout page.
💡 If no penalties are set, your booking engine will show “Free cancellation”.
Room rate cancellation settings
This is where you can set up your cancellation policy and penalties at a room level to override the property level policy (applies to specific room rates).
To set these up, go to Direct booking > Setup > Cancellations.
Set up room rate cancellation policies
In the Room Rates section, locate the room rate to configure.
Click on Show to open the Room rate cancellation policy panel:
Click on Edit policy to edit the policy text.
Click on Save to save your text and close the text box.
Click on Hide to save and close the panel.
Guests will see your Room rate cancellation policy during their booking journey:
In your direct booking engine under the Policies tab.
During booking, when they click on the room rate (pop-up window).
Before completing the booking.
After completing the booking on the confirmation page.
On the booking confirmation e-mail.
Set up room rate cancellation penalties
In the Room Rates section, locate the room rate to configure.
Click on Show to open the Penalties panel:
To add a new penalty, use the Add New Penalty button.
To edit an existing penalty, click on the edit button.
Click on the red delete button to delete this penalty rule.
Click on Hide to save and close the panel.
Guests will see your Room rate cancellation penalties during their booking journey:
In your direct booking engine, on the availability page (side cart section). Cancellation penalty messaging based on your penalties includes:
Non-Refundable
Cancellation fee applies
Free cancellation
Free cancellation before <date>
Before completing the booking, on the checkout page.
💡 If a guest cancels or modifies online, they will still incur the applicable penalty if you have one configured. However, this is at the discretion of your property. We do not handle penalty fees.