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.
In some cases, the cancellation policy can be set as part of a rate plan (Pro users only), or as a standalone, (i.e., not part of a rate plan), depending on the integrated booking channel. You can have distinctive rate plans and cancellation policies configured for each channel.
A cancellation policy is set at the listing level. You are not required to configure a cancellation policy when creating a new listing in Guesty. However, having a cancellation policy or a rate plan is needed to make the listing bookable/sellable in the booking channel.
If the integration with the channel allows it, consider the following when deciding between a rate plan vs. a standalone cancellation policy:
- While you can apply multiple rate plans for each listing, the listing can have only one standalone cancellation policy.
- Rate plans can be updated in bulk, while cancellation policies have to be updated for each listing individually.
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
Agoda
Set your listing's cancellation policy via Agoda. It will then sync to Guesty. Note that setting a cancellation policy in Guesty won't sync to Agoda.
Airbnb
Rate plans are not supported in Airbnb, cancellation policies must be from the standalone type.
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.
Publishing a listing to Airbnb (Pro users only)
You need to set a listing’s cancellation policy upon publishing the listing to Airbnb.
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.
Linking a listing between Guesty and Airbnb
When linking an existing Guesty listing to an Airbnb listing, Guesty pulls the cancellation policy you set in Airbnb.
Booking.com
Publishing a listing to Booking.com (Pro users only)
You must have a cancellation policy or a rate plan set for your listing to be able to publish it to Booking.com. You can configure a rate plan/ cancellation policy as part of the publishing process.
Linking a listing between Guesty and Booking.com
Pro users:
You must have a cancellation policy or a rate plan set for your listing to link it to Booking.com. The cancellation policy/rate plan in Guesty will override the rate plan you set for the listing in Booking.com. You can configure a rate plan/ cancellation policy for your listing as part of the linking process.
Lite users:
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 Engine (Guesty Booking Website for Lite users),
- Google Vacation Rentals (Pro users only), as the integration is built on the Booking Engine
- Guesty Booking Engine API (Pro users only)
- Guesty Websites (Pro users only)
You can set a rate plan (Pro users only) or a cancellation policy per listing for direct integrations. Setting a cancellation policy/rate plan is not part of configuring a direct booking integration and must be done in addition.
Whether a cancellation policy is part of a rate plan or a standalone, a listing must have a cancellation policy. It is required to make the listing sellable and bookable in a booking channel. If you don’t set a cancellation policy or a rate plan for a listing, 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).
Expedia (Pro users only)
You're required to configure a cancellation policy or a rate plan for the listing when linking a listing between Guesty and Expedia
Glamping Hub (Pro users only)
You need to set your listing's cancellation policy via Glamping Hub.
HVMB (Pro users only)
You're required to select a listing’s cancellation policy when connecting your HVMB account and listings to Guesty. The cancellation policy you set in Guesty will override the one configured in HVMB.
Misterb&b (Pro users only)
You're required to set a listing’s cancellation policy when connecting a Misterb&b account to Guesty.
Rentals United (Pro users only)
Set your listing's cancellation policy via Rentals United.
Trip.com (Pro users only)
Set a listing’s rate plan both in Guesty and Trip.com to be able to link the listing between the two platforms. You can set a listing’s rate plan during the linking process.
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.
Vrbo Lite users:
If you have the limited sync connection type, you must set your listing’s cancellation policy directly in Vrbo.
Additional booking channels (Pro users only)
Set a listing’s cancellation policy when connecting your channel’s account and listings to Guesty. The cancellation policy you configured in Guesty will override the one in the channel.
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. To create or change a cancellation policy as part of a rate plan, refer here.
Step by step:
- Sign in to your Guesty account.
- In the top navigation bar, click the mode selector and select Operations mode.
- Click Properties.
- Click the relevant listing.
- In the left-side menu, click Pricing & Policies.
- Select Reservation policies from the dropdown.
- In the "Cancellation policy" section to the right, click Edit.
- Select the desired cancellation policy for the relevant source, and the cancellation fee.
- Online booking solutions refer to the Booking Engine (Booking Website for Lite users), the Booking Engine API (Pro users), and Guesty Websites (Pro 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.
- Online booking solutions refer to the Booking Engine (Booking Website for Lite users), the Booking Engine API (Pro users), and Guesty Websites (Pro users).
- Click Save.
Step by step:
- Sign in to your Guesty account.
- In the top navigation bar, click Listings.
- Click the relevant listing.
- In the left-side menu, click Pricing & Policies.
- Select Reservation policies from the dropdown.
- In the "Cancellation policy" section to the right, click Edit.
- 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.
- Online booking solutions refer to the Booking Website for Lite users.
- Click Save.
Changing/updating a cancellation policy
You can change a listing's cancellation policy after it is created via Guesty. The change will be synced to the connected booking channel, except for the following booking channels/PMS - in which you need to make any cancellation policies' adjustments directly in the channel:
- Agoda
- Glamping Hub
- Rentals United
Changes to your cancellation policy will only apply to new bookings. Reservations made before your changes will be subject to your previous cancellation policy. If the cancellation policy was created as part of a rate plan, change it in the rate plan’s settings. If the cancellation policy was created as a standalone, change it via the listing’s Property page.
Note:
- Vrbo users: You cannot publish a multi-unit listing from Guesty to Vrbo. Instead, you must publish each sub-unit separately as an individual listing. Therefore, you should update the cancellation policy of each sub-unit separately.
- Airbnb & Booking.com users: For a multi-unit, update the cancellation policy either in the listing's main unit level or an individual sub-unit level, depending on how the listing is connected with the channel. Learn how to access the main settings vs. a sub-unit's settings.
Step by step:
Repeat the steps above to change the cancellation policy selection for the relevant source.
Switching between a cancellation policy and a rate plan
There is no option to switch from a rate plan to a cancellation policy in the Guesty dashboard, and this should not be attempted. Stop selling a rate plan will make the listing unsellable under the settings configured in the rate plan, and adding a cancellation policy won't make the listing sellable again.
You can switch, however, from a cancellation policy to a rate plan. Edit the rate plan, and assign the listing to it. Once the listing is assigned, the rate plan will automatically replace the cancellation policy.