Note: This guide is for Direct booking. Cancellation policies for channels (OTAs) must be set up with the channel directly.
Set up non-refundable rates for Direct booking
Non-refundable rates are configured at the room rate level and will override any property-level cancellation policies for the specific rate.
To create a non-refundable cancellation policy for a direct booking rate:
First, make sure the rate is added and active in Direct booking (Direct booking > Direct booking rates).
Then set the cancellation policy. Go to Direct booking > Configuration > Cancellation settings.
Under Room cancellation settings, find the room rate you want to make non-refundable.
Click the down arrow on the left of the direct rate's name.
Click the ellipsis button (three dots) and select Edit cancellation settings.
Make sure the “Allow guest cancellation” check box is unticked.
Click Add cancellation penalty.
For the Penalty type, select "Full amount".
For Days prior to check-in, enter a value, e.g. 999.
Click Publish changes.
Note:
Make sure the “Allow guest cancellation” check box is unticked if you want guests to contact you to cancel non-refundable direct bookings.
Guests can still cancel their reservations if you have "Allow guest cancellation" enabled in your cancellation settings.
However, they will be charged the full amount as per the non-refundable penalty you set up for that direct rate (based on the Days prior to check-in setting you configured).
Set up deposits for non-refundable direct booking rates
To set up a deposit for your non-refundable Direct booking rate:
Go to Direct booking > Direct booking rates.
Click on the non-refundable rate you want to add a deposit for, then click Edit.
Scroll down to Additional direct booking controls and click the Deposit toggle.
Select Full amount, First night, Percentage, or Fixed amount.
Set Pre-payment details needed to secure booking under Reservation policy settings.
Click Save.