In the AirHost Booking Engine, five cancellation policies are provided as the default policies.

There are five cancellation policies you can set.

If the five default cancellation policies do not meet your requirements, you can also create a custom cancellation policy. Open the “Policies” page and click the “+ Add Policy” button.

Within the pop-up, you can freely set the cancellation period and cancellation fee (%). You can add up to three intermediate rules.

Once the creation is complete, the custom cancellation policy can be selected on the rate plan settings page.

The cancellation policy set in the Booking Engine is calculated as a percentage of the accommodation fee, excluding the cleaning fee.

Example:

How Cancellation Fees Are Calculated

Cancellation fees are not calculated separately for each night of the stay. Instead, the cancellation rate for the period that includes the cancellation date, based on the check-in date, is applied to the total accommodation cost for the entire reservation.

Example: Under a policy that charges 30% for cancellations made 3–7 days before check-in, if a reservation with a total accommodation cost of JPY 210,000 and a check-in date of September 19 is canceled on September 14 (5 days before check-in):

→ JPY 210,000 × 30% = JPY 63,000 cancellation fee

How Cleaning Fees Are Handled

Cleaning fees are excluded from cancellation fee calculations. Therefore, even if a reservation is canceled in accordance with the policy during a 100% cancellation fee period (non-refundable), the accommodation cost will not be refunded, but the cleaning fee will be refunded.

If you do not wish to refund the cleaning fee, do not cancel the reservation automatically according to the cancellation policy. Instead, cancel the reservation and make the necessary adjustments manually.

[Booking Engine] How to Cancel a Reservation Without Following the Cancellation Policy

A. The cancellation policy does not apply to changes to reservation dates.

Cancellation policies apply when a reservation is canceled and do not apply to changes to the reservation dates, such as shortening or extending the stay. Therefore, you cannot use the cancellation policy to set rules such as "Date changes are allowed up to 5 days before check-in, but not allowed within 5 days of check-in."

In addition, guests cannot change their reservation dates themselves through the AirHost Booking Engine. If a guest wishes to change their reservation dates, they must cancel the existing reservation and make a new reservation.

If the user changes the reservation dates on behalf of the guest, the check-in and check-out dates can be changed from the Reservation Details screen.

A. No. Changing the reservation dates does not automatically adjust the payment or authorization amount in Stripe/GMO.

If the reservation amount decreases due to a date change, a refund must be processed separately. If the amount increases, an additional payment must be collected separately. User action is required in either case.

A. No. Even if the reservation dates are changed after check-in, the amount already charged or authorized through Stripe/GMO will not be automatically adjusted.

If the reservation amount changes, a refund must be processed separately for a decrease, or an additional payment must be collected for an increase. User action is required in either case.

A. No. The newly created policy will only apply to reservations made after the policy has been assigned to the rate plan.

Existing reservations will remain subject to the cancellation policy that was in effect at the time of booking. This also applies to reservations created more than four months ago.

The note above stating that “the latest policy applies to reservations created more than four months ago” refers to cases where you modify the terms of an existing cancellation policy.

If you want to keep the terms of existing reservations unchanged while applying new conditions only to future reservations, create a new custom cancellation policy and assign it to the rate plan instead of modifying the existing policy.

A. No. You cannot set different seasonal conditions within a single cancellation policy.

To apply different conditions by season, create separate rate plans for summer, winter, and other relevant periods, then assign a different cancellation policy to each rate plan.