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 > 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".
or Days prior to check-in, enter the number of days before check-in that the full penalty should apply:
Enter 731 (the maximum) to make the rate non-refundable for all dates.
Enter a specific number, for example 30, to make the rate non-refundable within that many days of check-in. Cancellations made earlier than this stay free.
Click Publish changes.
How does “Days prior to check-in” work?
This value sets how far ahead of check-in the penalty applies. A high value such as 731 covers the whole booking period, so the rate stays non-refundable for every date. A lower value, such as 30, applies the penalty only within that many days of check-in and leaves earlier cancellations free.
Can guests still cancel a non-refundable rate?
This depends on the “Allow guest cancellation” check box in your cancellation settings. Make sure the “Allow guest cancellation” check box is unticked if you want guests to contact you to cancel non-refundable direct bookings.
Unticked (off): guests cannot cancel the booking themselves and must contact you to request a cancellation.
Ticked (on): guests can cancel the booking themselves, but they may still be charged the full amount, based on the penalty and the Days prior to check-in value you configured.
Set up deposits for non-refundable direct booking rates
To set up a deposit for your non-refundable direct rate:
Go to Direct booking > Rates.
Select the direct booking rate, then click on the ellipsis button (three dots) for the non-refundable rate you want to add a deposit for.
Select Edit rate.
In the General tab, click on the Deposit toggle to turn it on.
Select Full amount, First night, Percentage, or Fixed amount.
Set Pre-payment details needed to secure booking under Reservation policy settings.
Click Save.