Be responsive

Guests often cancel because they don’t get timely (or any) replies from properties after making a request. You can set up auto-reply messages, customized message templates, and scheduled messages to help you respond quickly. Just go to the Update messaging preferences section under the Extranet's Inbox tab.

To respond quickly on the go, download our Pulse property management app and try the instant messaging feature. You’ll find great tips here for messaging guests.

Add alternative payment methods

If you offer guests other payment options (e.g. PayPal) at the time of booking, you can reduce cancellations and increase net conversion. Learn more about different payment options.

Be mobile-booker friendly

Guests who book on mobile devices tend to cancel less. Appeal to guests like these by adding options that make booking from a mobile device easier, e.g. Last-minute No Credit Card, No Credit Card details for domestic bookings, or No address details needed.

Open up last-minute availability

Last-minute bookers tend to cancel less, so make sure you’re available and visible to these potential guests to sell more rooms. Learn how to add more availability here.

Reduce length-of-stay restrictions

Guests who book shorter stays tend to cancel less, so loading availability without minimum stay restrictions is a great way to attract guests like these. Learn how to change restrictions here.

Offer a (fully) non-refundable rate

Adding a non-refundable rate can help reduce cancellations and secure guaranteed payment for reservations. You charge guests in advance, ensuring that you get vital revenue – even if guests cancel later, make changes, or don’t show up.

Just keep in mind that offering only non-refundable rates can result in fewer bookings overall. It’s important to offer both refundable and non-refundable rates because—although some guest are happy to pay upfront if getting a good deal—others prefer more flexibility when it comes to payment.
 

Try a stricter cancellation policy

Another way to reduce cancellations is by trying out a stricter cancellation policy. For example, you could have a shorter window for guests to cancel free of charge. This can provide you with enough time to get your rooms back on sale, so you don’t miss out on revenue.

Just keep in mind that stricter cancellation policies can result in fewer overall bookings.

Find out how to change your cancellation policies.

Want to hear your fellow partners’ best tips? Read these 4 steps to reduce cancellations and avoid no-shows.