Learn how to configure a cancellation policy for your listings and how cancellation settings affect reservations and booking terms.
Cancellation Policy
- Cancellation policies define the guest’s refund eligibility in the event of a reservation cancellation
- For each OTA, you can view the cancellation policy, its description, and any related settings, such as custom policies or Airbnb’s non-refundable discounts.
Where to Set the Cancellation Policy?
- Go to your Hostaway Dashboard > Listings
- Click on Edit
- Go to Additional info
- Scroll down to the cancellation policy
- Set cancellation policies per channel and Hostaway channels
- Save
Policy Definitions by Channel
Airbnb
Refer to the following table to learn more about Airbnb policies and definitions
| Policy | Definitions |
| Flexible | Guests can cancel at least 24 hours before check-in for a Full Refund |
| Moderate | Guests can cancel at least 5 Days before check-in for a Full Refund |
| Better Strict with Grace Period | Guests can cancel at least 30 Days before check-in for a Full Refund |
| Super Strict 30 | Guests can cancel at least 30 Days before check-in for a 50% Refund. After that, the Host will receive 100% for all nights |
| Super Strict 60 | Guests can cancel at least 60 Days before check-in for a 50% Refund. After that, the Host will receive 100% for all nights |
You can also offer a non-refundable discount for the Airbnb channel.
Booking.com
For Booking.com, we only export the policy one time when using the content API.
If you need to change it you should do it on Booking.com Extranet.
| Policy | Definitions |
| Strict | 100% refund up to 28 days before arrival |
| Firm | 100% refund up to 14 days before arrival |
| Moderate | 100% refund up to 5 days before arrival |
| Flexible | 100% refund up to 2 days before arrival |
| No Refund | No refund will be provided |
Vrbo
You can customize the Vrbo cancellation policy. Please follow the next steps to customize your cancellation policy on Vrbo:
Go to your Hostaway Dashboard > Listings
Click on "Edit" listing
Go to Additional Info
Scroll down until you find Vrbo
Open the dropdown and click on the pencil near "Custom"
Please fill in all fields of the custom cancellation policy
Close & Save
| Policy | Definitions |
| Firm | 100% Refund up to 60 days before arrival, 50% refund up to 30 days before arrival |
| Moderate | 100% Refund up to 30 days before arrival, 50% refund up to 14 days before arrival |
| Relaxed | 100% Refund up to 14 days before arrival, 50% refund up to 7 days before arrival |
| Strict | 100% Refund up to 60 days before arrival |
| No Refund |
Marriott
| Policy | Definitions |
| Flexible | 100% Refund up to 14 days before arrival |
| Strict | 100% Refund up to 90 days before arrival |
| Moderate | 100% Refund up to 30 days before arrival |
| Firm | 100% Refund up to 60 days before arrival |
Hostaway Channels
| Policy | Definitions |
| Strict | 100% Refund up to 60 days before arrival |
| Flexible | 100% Refund up to 14 days before arrival, 50% Refund up to 7 days before arrival |
| Firm | 100% Refund up to 60 days before arrival, 50% Refund up to 30 days before arrival |
| Moderate | 100% Refund up to 30 days before arrival, 50% Refund up to 14 days before arrival |
| No refund |
You also have the option to amend the cancellation policy as you require for direct channels and create a custom cancellation policy by clicking on the 'Edit' button available next to each cancellation policy. Then you can set up a new policy as per your requirement with multiple conditions. The selected policy will appear in direct channels such as the Booking Engine.
NOTE: These 5 "Direct Channels" policies are customizable but are shared by all listings; editing them on one listing will automatically change them on any other listings already applying them.