Cancellation policies
Cancellation policies define when and how guests can cancel a booking—and what penalties may apply. Setting up clear rules helps protect your revenue while offering flexibility to your customers. Instead of manually inputting the cancellation cut-off on a per-rate basis, you can map rates to customizable cancellation policies.
Cancellation policies also allow you to set multiple cut-off times, implement penalties for late cancellations and allow for seasonal changes to the policy. You can also set whether cancellations need to be manually processed or auto approved.
Watch the video below to create a cancellation policy:
Follow the steps below to create a cancellation policy:
Go to SHR Booking Engine.
On the left navigation panel select Site Configuration and then select Cancellation Policies.
Click Create Cancellation Policy. Fill in the basic information:
Name: e.g., 14-Day Cancellation Policy
Description: Add details about when cancellations are allowed and any penalties.
You can also set the policy as the default for all new rates by ticking the default option.
Define when cancellations are allowed and what penalties apply:
Cutoff Days: How many days before arrival cancellations are allowed (e.g., 14 days).
Cutoff Time: The latest time of day guests can cancel (e.g., 2 PM).
Allow or Disallow Cancellations:
If allowed, you can apply a penalty:
First Night Charge
Percentage of Booking Total
Fixed Amount (e.g., €50)
No Penalty
Penalties must be processed manually; they are not automatically charged through the system.
You can enable Auto-Approval for cancellations:
If enabled, guest cancellations are automatically approved.
If not enabled, cancellation requests will require manual review.
You can apply multiple rules to a single policy.
Example:
Allow cancellations with a €50 penalty up to 14 days before arrival.
Disallow cancellations within 7 days of arrival.
Click Add Rule to set additional cutoffs and penalties.
Click Save changes.