Cancellation policy

Configure free cancellation, limited-time free cancellation, and no free cancellation, including No-show fees.

Entry: Console → CRS → Settings → Cancellation Policy.

Prerequisites

Cancellation policies define fees when guests cancel or no-show. The system supports three types.

Policy types:

Free cancellation: Guests can cancel anytime with no fee.
Limited-time free cancellation: Free cancel before the cutoff; late cancel or No-show incurs a fee.
No free cancellation: Any cancel or No-show incurs a fee.

Fee types: Whole reservation amount (tax included), First night amount (tax included), Fixed amount (tax included).

Use cases:

Rate plan link: Attach different policies to different rate plans.
Internal: Shown on reservation details and related reports.
Guest-facing: Shown in booking flow, confirmation email, and cancellation email.

Click Create Cancellation Policy.

In the dialog, set type to Free Cancellation. No other parameters.

Click Confirm. The system generates the policy code and description.

Click Create Cancellation Policy.

In the dialog, set type to Limited-Time Free Cancellation and configure:

Cancellation fee:
- Days: 0–7 (0 = day of arrival).
- Time: 00:00–23:00.
- Fee type: Whole reservation amount (tax included), First night amount (tax included), or Fixed amount (tax included).
- Value: Percentage greater than 0 and ≤ 100; fixed amount greater than 0.
No-show fee:
- Fee type: Same options.
- Value: Same rules.

Click Confirm. The system generates the policy code and description.

Cancellation and No-show fees affect guest charges. Confirm fee type and value before saving.

Click Create Cancellation Policy.

In the dialog, set type to No Free Cancellation, then set fee type and value for cancellation and No-show.

Click Confirm. The system generates the policy code and description.

In the list, open More Options → Edit.

Update parameters in the dialog (all are editable).

Click Confirm.

Edits to policy parameters or to the rate-plan link apply only to reservations created after the change; existing reservations are unchanged.

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