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 cancellations, we’ve created the Cancellation Fee Exceptions tool that lets you pre-approve waived fees for these common cancellations. This means they’ll be processed quickly and your rooms will go back on sale right away.

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

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


To enable to opportunity, visit the Opportunity Center, find the opportunity, then click Action.

Go to Opportunity Center

If you don't see this option in your Opportunity Center, 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 & Prepayment Policies to manage your options.
  3. Remember to click Save when you're done.
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