Overview
Create cancellation policies and penalties for bookings made directly through your booking engine.
Settings: set policies for your entire property (default) and specific room rates (overrides)
Enable/Disable: control whether guests can cancel/modify online
Policy message: describe your policy clearly for guests
Penalties: set rules for when and how much guests pay to cancel
Penalty message: guests see messages based on your penalties
Cancellation settings
Property Level
A property level cancellation policy and penalties will apply to all room rates
Enable this setting so your guests can modify or cancel their reservation
Room Rates
Steps
Go to My apps > Direct Booking > Setup > Cancellations
Property Level
Enable/Disable: choose whether to allow online cancellations/modifications
Policy message: write your cancellation policy for guests to see
Penalties: set rules for cancellations based on timing and penalty (no penalty, full amount, percentage, etc.)
Room Rates
Select Room Rate: choose the specific room rate you want to set a policy for
Policy & Penalties: set policy and penalties for this specific room rate and date range
Date Range: define the dates when this room rate policy applies
Enable: activate the new policy for this room rate
Notes:
Guests can only cancel/modify online if both property and room rate levels allow it
Remember to customise translations for cancellation policies in different languages
You can set Free cancellation by leaving penalties empty
Penalty messages displayed to guests depend on your settings
Cancellation penalty messages
Different cancellation penalty rules trigger different messages for your guests.
Non-refundable: guests will owe the full amount if they cancel anytime
Cancellation fee applies: guests will owe a partial amount
Free cancellation: guests can cancel anytime without penalty
Free cancellation before [date]: guests can cancel before [date] and avoid fees. After that, a fee applies.