How to waive fees with the Cancellation Fee Exceptions tool

Our research shows that guests are most likely to cancel accidental bookings within 24 hours. They’re also more likely to cancel a booking made within four weeks of arrival. Even in the case of non-refundable bookings, guests might still call or email to request free cancellation.

To save time handling these bookings, we’ve created the Cancellation Fee Exceptions tool to allow you to pre-approve waived fees for these common cancellations. This means they’ll be processed quickly and your rooms will go back on sale straight away.

You choose which bookings are eligible, by selecting your preferred time frame between booking and cancelling.

Your calendar will be updated immediately and the rooms will be put back on sale.

To enable this opportunity, visit the Opportunity Centre, find the opportunity and then click on ‘Action’. 

Go to Opportunity Centre


If you don’t see this option in your Opportunity Centre, just follow the steps below:

  1. Log on to your extranet and click on the ‘Property’ tab.
  2. Select ‘Policies’, then click on ‘Change/Add details’ under ‘Cancellations and prepayment policies’ to manage your options.

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