Cancellation Policy

A clear cancellation policy saves you a lot of back-and-forth with guests. When someone cancels late or doesn't turn up, you can point to terms they agreed to before booking, instead of negotiating case by case.

Your policy is shown on your booking page, so guests can read it before they pay.

Where to set your policy

In the Finance portal, open Booking Engine from the side menu and click Policy in the list on the left. Only admins and managers can see and edit this section.

What to include

The policy is split into four parts. You don't need legal language; short, specific sentences work best.

Cancellation fees. Explain what a guest pays if they cancel and up to when they can cancel for free. For example: "Free cancellation up to 72 hours before check-in. After that, the first night is charged."

No-show. Say what happens if a guest doesn't arrive, or arrives a day late without telling you. For example: "If you don't arrive on your check-in date and haven't contacted us, the booking is cancelled and the full amount is charged."

Refunds. Describe how refunds are paid back, how long they take, and whether you keep a fee. For example: "Refunds go back to the original payment method within 5–7 business days."

Changes to a booking. Tell guests how to ask for a date or room change, how much notice you need, and whether there's an extra charge.

The text boxes grow as you type, so you can always see everything you've written.

Saving your policy

As soon as you change something, a Save bar appears at the bottom of the screen. Click Save policy and the new text is live on your booking page right away.

Write each part as plain text. Line breaks are kept on your booking page, so you can put each point on its own line, but bold and other formatting won't show up.

Related guides

• Setting up your booking engine

• How the booking waitlist works