Cancellation Policy
Cancellation policies determine the guest's refund policy if they cancel a reservation.
You will see a cancellation policy for each OTA, their description, and any other related setting (such as custom cancellation policies or Airbnb 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 Cancellation policy. Set cancellation policies per channel and Hostaway channels
- Save
Policy definitions for each channel
Airbnb
Refer to the following table to learn more about Airbnb policies and definitions
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 APII. It will have to be changed on Booking.com afterward.
| 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.