Set up your Cancellation Policies
Instead of setting cancellation cut-off times manually for each rate, you can streamline things by using customizable Cancellation Policies. These let you set multiple rules and penalties for late cancellations—all in one place.
Watch this short video on how to create a cancellation policy
Cancellation Policy setup steps
Click Booking Engine along the top navigation.
Go to Site Setup and click on Cancellation Policies.
Click Create Cancellation Policy.
Fill out the policy details:
Name & Description for your reference.
Choose whether this should be your default policy.
Set up your Policy Rules:
Each rule includes a cut-off time: the days before check-in and time of day.
Define what happens if a guest cancels—e.g., no penalty, charge first night, percentage of booking, or fixed fee.
You can also allow auto-approval for some or all cancellations.
Before submitting a cancellation request, guests will see any penalties that may apply.
Easily reassign rates by dragging and dropping them to a different policy on the Cancellation Policies screen.
The guest will see the policy rules in the booking confirmation email, cancellation email and modify booking screen.
When processing a cancellation, the system will show which policy applies, along with any potential penalties.
⚠️ Important: Penalties are not charged automatically—you’ll need to handle these manually if applicable.
Seasonal Cancellation policies
Sometimes, your standard cancellation policy might not be suitable for every time of the year. With Seasonal Rules, you can create exceptions for specific date ranges—like Christmas, conferences, or peak seasons—allowing you to adjust your cancellation terms as needed. Follow the steps below to set up Seasonal Rule:
Click Booking Engine along the top navigation.
Go to Site Setup.
Navigate to the Cancellation Policy screen and click edit policy next to the policy you want to amend.
Scroll to the Seasonal Rules section.
Add a Season: Enter the date range that applies to your seasonal rule, then click Add Season.
Define the Seasonal Rules:
Set how many days before arrival the rule applies, and what the cutoff time is.
Choose whether cancellation is allowed.
If allowed, set the penalty type (first night, percentage, or fixed amount).
You can also enable auto-approval of cancellations for each rule.
Set a Default Rule for the season in case no other rule applies.
