How do I set my policy for guest cancellations?
For each listing, you set the Guest Cancellation policy which determines any refund that is paid to the guest should they cancel their booking before check-in.
Cancellation policies
There are several levels of cancellation policy that you may choose from. The more flexible the cancellation policy you select, the better your booking conversion will generally be.
Policy details Free cancellation, 7 days prior to check-in
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100% refund up to 7 days prior to check-in
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Cleaning fees, taxes and extras are always refunded if the guest did not check-in.
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Our service fee is non-refundable.
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100% refund up to 14 days prior to check-in
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Cleaning fees, taxes and extras are always refunded if the guest did not check-in.
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Our service fee is non-refundable.
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100% refund up to 30 days prior to check-in
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Cleaning fees, taxes and extras are always refunded if the guest did not check-in.
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Our service fee is non-refundable.
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50% refund any time up to check-in day, except fees.
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Cleaning fees, taxes and extras are always refunded if the guest did not check-in.
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Our service fee is non-refundable.
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Only available on Booking.com and Direct Booking
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50% refund up to 7 days prior to check-in, except fees.
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Cleaning fees, taxes and extras are always refunded if the guest did not check-in.
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Our service fee is non-refundable.
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50% refund up to 14 days prior to check-in, except fees.
-
Cleaning fees, taxes and extras are always refunded if the guest did not check-in.
-
Our service fee is non-refundable.
-
50% refund up to 30 days prior to check-in, except fees.
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Cleaning fees, taxes and extras are always refunded if the guest did not check-in.
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Our service fee is non-refundable.
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No refund available after the booking is confirmed
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Cleaning fees, taxes and extras are always refunded if the guest did not check-in.
Some channels, including Booking.com, Airbnb and Locasun set their own policy which applies no matter which Cancellation policy you choose. You can view these policy details in your Channel Manager page. If you do not wish to use this overriding policy, you must turn OFF the relevant channel.
Bookings via Airbnb
Airbnb does not support multiple cancellation policies. Therefore, we cannot send alI your cancellation policies to Airbnb.
If your listing has more than one cancellation policy, only the best cancellation policy will be sent to Airbnb. The best cancellation policy means the most relaxed one.
For example, if the listing has both Free cancellation (7 days prior to check-in) and Strict cancellation policies, only the best cancellation policy, Free cancellation (7 days prior to check-in) in this case, will be sent to Airbnb.
However, if you have multiple cancellation policies while one of them is Non-Refundable, then Airbnb will accept both policies and reflect it on the guest booking page.
Note: When the guest check-in date is very close to the date the booking is made, usually the non-refundable option is not shown.
You can read more details about the policy here.
Bookings via Booking.com
When receiving bookings from Booking.com, it is important to pay attention to a few key points:
- For bookings with Free cancellation, guests have the flexibility to modify their dates within the available slots on your calendar or change the number of guests. They can make unlimited changes during the free cancellation period.
- For bookings made under a Non-Refundable policy, guests are permitted to modify the dates on a single occasion.
Moreover the price will be automatically adjusted in case of any modifications to the booking.
Changing your Cancellation policy
To change your cancellation policy, select a listing from your Listings page and go to the Booking rules step of the listing editor.
If you change the Cancellation policy for a listing, all existing confirmed bookings and requests will adhere to the Cancellation policy that was in place at the time the booking or booking request was made. All future bookings and requests will have the new Cancellation policy applied.