What Guests Are Told About Your Cancellation Policy

Guests hear about your cancellation policy at three moments: when they compare options, when they are asked for a guarantee, and once the booking is confirmed. This article shows what they are told at each moment, using three typical policies, so you can check that what you enter in the policy form reads well to a guest.

What guests are told, and when

• When they compare options: a short summary of what it takes to secure the booking and when they can cancel for free. Where there is a free-cancellation deadline, the guest is given the exact date.
• When they are asked for a guarantee: what to do now. For a policy set to a deposit, full payment or a card guarantee, and with a payment gateway connected and able to accept payments, this is a secure link — to pay the amount due, or to add a card when it is a guarantee. Otherwise — payment gateway not usable, or the policy set to Per the payment instructions — it is your payment schedule and your How to pay the hotel text, with no link. Policies set to Nothing are confirmed without a guarantee step.
• When the booking is confirmed: your payment schedule and the cancellation terms, so the guest knows what has been charged and what comes next.

The wording comes from the three sections of the policy form: Cancellation terms, What the guest must do to book and Payment. See Ask Guests to Pay or Leave a Card at Booking for the choices.

Example: Flexible (card as a guarantee)

Terms: free cancellation until 2 days before arrival; after that one night applies, and the same applies to a no-show.

• Options: a credit card is requested as a guarantee for the room, nothing is charged now, and cancellation is free until the date shown, then one night applies.
• Guarantee: the guest is asked to add a card by the deadline in the message, with a link. The card is held as a guarantee only: nothing is charged now, and it would only be charged for a late cancellation or a no-show. Without a usable payment gateway, they receive the payment schedule and your How to pay the hotel text instead, for example a phone number for giving a card.
• Confirmation: the card is on file as a guarantee, nothing has been charged, and the full amount is paid at the hotel.

Example: Non-refundable (full payment)

Terms: the full amount applies from the moment of booking.

• Options: the full amount is due at booking and cannot be refunded.
• Guarantee: the guest receives a link to pay the full amount by the deadline in the message. Without a usable payment gateway, they receive your payment schedule and your How to pay the hotel text, for example your bank details.
• Confirmation: the payment is received and nothing further is due.

Example: Deposit 30%

Terms: the deposit is not refundable; cancelling within 7 days of arrival means the full amount applies.

• Options: a 30% deposit is due at booking, shown as an amount, with the balance paid at the hotel.
• Guarantee: the guest receives a link to pay the deposit amount by the deadline in the message. Without a usable payment gateway, they receive the payment schedule and your How to pay the hotel text.
• Confirmation: the deposit is received and the balance is paid at the hotel.

Policies that show your own instructions

When a policy is set to Per the payment instructions — the hotel collects, guests are given your payment schedule and your How to pay the hotel text. No link is sent. Write both so a guest can act on them without asking you.

Keeping it accurate

• Guests are only told what your policy says, so keep the cancellation terms and payment schedule complete and honest. For connected hotels they come from your PMS; change them there.
• Dates are only ever given for a free-cancellation deadline; other deadlines are described relative to arrival, as written in your terms.

Setup details are in Guest Categories and Policies.