Managing cancellation policies

A cancellation policy is a set of conditions that defines the penalty fee a guest will have to pay for canceling their reservation. It includes two parameters: the time frame before check-in for which the cancellation is made, and the fee that will be charged for the cancellation/no-show.

A cancellation policy is set at the listing level, and is required to make the listing bookable/sellable in the booking channel. 

Read below what type of cancellation policy you need to set, and where you should set it, according to the relevant booking channel.

Where to set a listing cancellation policy 

Airbnb

Cancellation policies for listings in Italy

Refer here.

Cancellation policies for listings in Argentina, Canada, Chile, Colombia, Morocco, Netherlands, Philippines, Poland, South Africa, Sweden, and Turkey

See below which Airbnb cancellation policies you can set in Guesty. All cancellation policies listed below include a free 24-hour cancellation period, allowing guests to cancel for a full refund up to 24 hours after the reservation is confirmed, as long as the reservation was confirmed at least 7 days before check-in (based on the listing’s local time). Learn more in the Airbnb Help Center.

• Flexible - 1 day before check-in: Full refund up to 24 hours before check-in, except fees. No refund for spent nights for cancellations less than 24 hours before check-in, plus an additional night charge.
• Moderate - 5 days before check-in: Full refund up to 5 days before check-in, except fees. 50% refund for unspent nights for cancellations less than 5 days before check-in, plus an additional night charge.
• Firm - 7 days before check-in: Full refund for cancellations up to 30 days before check-in, except fees. 50% refund for all nights for cancellations between 30 and 7 days before check-in. No refund after that.
• Limited - 14 days before check-in: Full refund for cancellations up to 14 days before check-in, except fees. 50% refund for all nights for cancellations between 7 and 14 days before check-in. No refund after that.
• Super strict 30 - 30 days before check-in: 50% refund for all nights for cancellations at least 30 days before check-in. No refund after that.
• Super strict 60 - 60 days before check-in: 50% refund for all nights for cancellations at least 60 days before check-in. No refund after that.

Cancellation policies for listings in other countries

• Flexible - 1 day before check-in: Full refund up to 24 hours before check-in, except fees. No refund for spent nights for cancellations less than 24 hours before check-in, plus an additional night charge.
• Moderate - 5 days before check-in: Full refund up to 5 days before check-in, except fees. 50% refund for unspent nights for cancellations less than 5 days before check-in, plus an additional night charge.
• Firm - 7 days before check-in: Full refund up to 30 days before check-in, except fees. 50% refund for all nights for cancellations between 7 and 14 days before check-in. No refund after that. This cancellation policy includes a free 48-hour cancellation period, allowing guests to cancel for a full refund up to 48 hours after the reservation is confirmed, as long as the reservation was confirmed at least 14 days before check-in (based on the listing’s local time).
• Strict - 14 days before check-in: Full refund up for cancellations up to 48 hours after booking and at least 14 days before check-in, except fees. 50% refund for all nights for cancellations 14 or more days before check-in but not within 48 hours of booking. 50% refund for all nights for cancellations between 7 and 14 days before check-in, with no refund after that. South Korean guests can cancel their reservations under different terms for this policy.
• Super strict 30 - 30 days before check-in: 50% refund for all nights for cancellations at least 30 days before check-in. No refund after that.
• Super strict 60 - 60 days before check-in: 50% refund for all nights for cancellations at least 60 days before check-in. No refund after that.

Non-refundable discount (all countries, except Italy)

You can add a non-refundable discount in addition to the cancellation policy, except for the following cases:

• Super strict (30 or 60 )policies
• Listings located in Italy
• Luxe listings

The discount will be offered in addition to the listing's cancellation policy for reservations that were made no more than 60 days before the check-in date, and up until when the cancellation policy comes into effect (for example, 14 days or less before check-in for a Strict policy). Non-refundable discounts are offered on top of any additional price reductions applied to the reservation, including weekly or monthly discounts. 

Importing an Airbnb listing to Guesty

You’re required to set a cancellation policy when creating a listing in Airbnb. The cancellation policy will be pushed to Guesty when importing the listing.

Booking.com

You need to set one rate plan per listing in Booking.com first. Then, set a cancellation policy for the listing using the instructions below. The cancellation policy in Guesty will replace the rate plan you set in Booking.com while linking the listing to Booking.com.

Direct booking integrations 

Direct channels/integrations refer to the following reservation sources:

• Manual reservations
• Guesty Booking Website

You can set a cancellation policy per listing for direct integrations. A listing must have a cancellation policy to make the listing sellable and bookable in a booking channel. If you don’t set a cancellation policy, a fully refundable policy will automatically be applied, affecting all direct booking reservations.

This policy does not include a penalty fee or a minimum notice period before check-in. If you’d like a different cancellation policy to apply, make sure to inform your guest about the terms of cancellation. In case the guest cancels the reservation, you’ll need to manually add your cancellation fee to the guest folio (invoice).

Vrbo

When connecting a Vrbo account to Guesty, set a default cancellation policy for the account. When publishing a new listing to Vrbo, choose whether to apply the account’s default cancellation policy or use a different policy for the listing.

When selecting a cancellation policy for a listing, you can choose from our built-in policies, or create your own. A customized cancellation policy can comprise up to 3 combinations of [days before check-in], and [refund amount (%)]. For example, a guest can receive a refund of 94% when canceling their reservation at least 14 days before the check-in date, and a refund of 46% if they cancel the reservation at least 2 days before check-in.

If you have the limited sync connection type, you must set your listing’s cancellation policy directly in Vrbo.

Setting a cancellation policy in Guesty

You need to set a cancellation policy in Guesty for manual reservations, and direct integrations ("Online booking solutions"). For all channel integrations, configuring a listing's cancellation policy is done when connecting the listing to the channel, as mentioned per channel above. The channel will only be added to the cancellation policy section in Guesty following the initial connection.

Follow the instructions below to create or change a cancellation policy. Step by step:

1. Sign in to your Guesty account.
2. In the top navigation bar, click Listings.
3. Click the relevant listing.
4. In the left-side menu, click Pricing & Policies.
5. Select Reservation policies from the dropdown.
6. In the "Cancellation policy" section to the right, click Edit.
7. Select the desired cancellation policy for the relevant source, and the cancellation fee.
   • Online booking solutions refer to the Booking Website for Lite users.

      

   • Listings connected to Vrbo: To create a customized cancellation policy, select Custom from the list, and create up to 3 combinations of [days before check-in] and [refund amount]. Guests will qualify for a refund if they cancel their reservation on or before the specified number of days before check-in.
   • Listings connected to Airbnb: select whether to apply a non-refundable discount to the cancellation policy. Non-refundable discounts cannot be added to Super strict policies.

     

8. Click Save.

Changing/updating a cancellation policy

Changes to your cancellation policy will only apply to new bookings. Reservations made before your changes will be subject to your previous cancellation policy. 

Step by step:

Repeat the steps above to change the cancellation policy selection for the relevant source. 

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