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Configuring a Cancellation Policy

A cancellation policy determines how and when a guest can cancel their reservation, what fees apply (if any).

Having a clear, properly configured policy helps you:

  • Reduce no-shows and last-minute cancellations

  • Protect revenue with defined penalties or forfeitures

  • Automate enforcement in the booking engine

  • Provide guests with transparent terms at time of booking

 

Before You Begin

Ensure you have administrative access to the Configuration section of the system.
Decide on your policy terms, for example:

  • Free cancellation up to X days before arrival

  • A percentage fee if cancelled inside the X day window

  • No refund after arrival date

  • How partial stays or early departures are handled

Create a Cancellation Policy

  1. In rezStream Cloud, navigate to Configuration > Your Business > Cancellation Policy 
  2. On the Cancellation Policy page, complete the following fields:
    1. Revenue Account – Choose the revenue account that will be used to record any cancellation fees.
    2. Tax Group – Select a tax group if cancellation fees should be taxed.
    3. Fee Group – Select a fee group if additional fees should apply.
    4. Fee Calculation Rules – Define how the cancellation fee will be calculated.
    5. Days Prior to Arrival – Enter how many days before arrival the cancellation window applies.
    6. Fee Type – Choose whether the fee is a percentage of the reservation total or a flat amount.

  3. Review and click Save in the upper-right corner.
  4. Once saved, ensure your policy is in the correct order (if multiple policies exist). The system may pick the first matching policy based on date, type, or priority. Make sure your most common policy is prioritized accordingly.

Applying the Policy to the Booking Engine

  1. The Booking Engine will display the cancellation terms during booking if a policy is configured. 

Editing or Deleting a Policy

  • To edit: Navigate back to Configuration > Cancellation Policy, click the policy name, make your changes, then click Save.

  • To delete: Use the Delete option from the policy list, but only do this if no active bookings rely on it. Adjust any existing reservations manually if necessary.