A clear cancellation policy protects your revenue when plans change while still giving guests confidence to book directly with you instead of a marketplace.
Where to set it
Open a property from Properties, then open the Online Booking tile to reach Online Booking Settings. Inside, you’ll find the Cancellation policy section.
How tiers work
Your cancellation policy is made up of tiered rules based on how many days before check-in a guest cancels. For each tier, you set:
- Days before check-in
- Refund percentage
For example, you might offer a full refund for cancellations 14+ days out, a 50% refund between 7 and 13 days out, and no refund inside 7 days. You can add as many tiers as you need, and they apply automatically — you don’t have to manually approve each cancellation for it to be enforced correctly.
What guests see
Your cancellation policy is shown to guests on your booking page before they pay, so there are no surprises later. If a guest cancels through their booking confirmation, the refund amount is calculated automatically against the tier that applies on the day they cancel.
Cancellation policy vs. security deposit
These are two separate settings that are easy to conflate:
- Cancellation policy governs what a guest is refunded if they cancel before arriving.
- Security deposit is a separate hold placed on the guest’s card right before check-out, used to cover damage or issues found during the stay.
Configuring one does not affect the other — most hosts set up both.