Cancellation Policy

Cancellation, deposit, and prepayment policies: Cancellations are an inevitable part of the hospitality industry. No matter how much your guests plan their trips, unexpected events can alter their bookings. When they do, it's just as important that they know what to expect as it is that you don't miss out on revenue.

To make sure guests know when and how much you'll charge them, we recommend setting up the cancellation, deposit, and prepayment policies that best suit your business. This will both prevent surprises for your guests and you from missing out on revenue.

Now it's easier than ever to set up your policies on the Extranet. All the main cancellation and payment scenarios are covered, so all you have to do is answer a few key questions to configure your preferred policies.

Alongside your cancellation policy, you can configure:

• A deposit: Guests pay a certain amount up front, usually by bank transfer, which they'll get back if they cancel within the free (flexible) cancellation period. However, if they cancel after that, they won't get the deposit back. That way, you're covered if they cancel.
• Prepayment: During the booking process, guests use their cards to pay for part of a reservation, often just the first night. Prepayment is usually for partially refundable or non-refundable bookings. So if the guest cancels, they won't get that amount back.
• Pre-authorisation: You hold a certain amount to verify a guest's card, with the plan to charge it fully at a later date. You can hold this amount as a guarantee in case the guest no-shows, or just return it to the guest immediately.