Cancellation Policy
On this screen, you can modify or add cancellation policies.
The cancellation policy will be displayed on the customer information input screen.
⏱Estimated time: About 5 minutes
Where to configure
Property Management Screen → Settings → Booking Engine → Cancellation Policy
Modifying Cancellation Policy
By default, the first row contains the Basic Cancellation Policy: “100% from 0 days before the stay date.”
The "0 days before" row cannot be deleted. Only the percentage can be modified.
Please be careful not to set "0%" or similar when there is no cancellation fee.
Example: If cancellations are free from day 7 onward
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Set the policy up to 6 days before and do not set anything for 7 days prior.
If multiple days have the same cancellation fee percentage, do not set them for each day individually.
Only set it on the day when the percentage changes.
Listing every day can reduce the readability of the cancellation policy.
× Bad Example | 〇 Good Example |
Example: If both day 4 and day 5 have a 20% fee, day 5 does not need to be entered. | If the fee is applied up to day 4 and not applied from day 7 onward (0%), configure it as shown below. |
Setting Items
After entering the following items, click “Save” to add the policy.
Enter the name of the cancellation policy. This name will be used when linking the policy to a plan. ↓Cancellation Policy section in the Plan Edit Screen | |
| You can add a new cancellation policy. | |
| You can delete a created cancellation policy. | |
If checked, a time can be set for the cancellation policy. ※ When setting the time, 0:00 and 24:00 cannot be selected. Please set a time other than these. ※ Time settings can only be applied to the cancellation fee with the highest percentage. In the example below, it applies only to "1 day before" where the fee is 80%. ※ If multiple rows have the same percentage, the time setting will apply to the farthest day associated with that percentage. ※ If no time is set, 23:59 will be shown on the customer's booking confirmation screen. |
When creating a cancellation policy, a "No Show" row will be displayed but cannot be edited.
※ After clicking the Save button, rows will be sorted in ascending order by date.
※ If the same date is entered more than once, saving will be blocked and an error message saying “Duplicate date found” will be displayed.
In the case of advance payment using points
The original payment amount is refunded, and the cancellation fee is re-charged.
Even if the cancellation fee exceeds the amount paid after deducting points, it is still possible to charge the amount defined in the cancellation policy.
Example:
Hotel reservation of ¥10,000 with a 50% cancellation fee → ¥5,000
At booking: ¥1,000 paid by credit card, ¥9,000 by points
At cancellation: Refund ¥1,000 & re-charge ¥5,000 as the cancellation fee
How to link the created cancellation policy to a plan
If you create multiple cancellation policies, you can select them from a dropdown in the plan editing screen.
By default, “Basic Cancellation Policy” is selected.
If you want to apply a different cancellation policy to a specific plan, please select it in the plan edit screen.
For example, if you want to create a “Non-refundable 90-day plan,”
create a cancellation policy with a 100% fee from 90 days before and link it to the plan.
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