In the AirHost Booking Engine, five cancellation policies are provided as the default policies.
There are five cancellation policies you can set.
Policy Name | Description |
Strict |
|
Firm |
|
Moderate |
|
Relaxed |
|
No_Refund |
|
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.
Notes on cancellation policies:
If you modify a cancellation policy, bookings that were created more than 4 months ago will follow the latest version of the policy, not the one that was active at the time of booking.
Bookings created within the past 4 months will follow the cancellation policy in effect at the time of booking.
The booking engine does not provide a setting to waive penalty fees for cancellations made within 24 hours of booking.
How Cancellation Policy Calculations Work
The cancellation policy set in the Booking Engine is calculated as a percentage of the accommodation fee, excluding the cleaning fee.
Example:
Policy Name | Description |
Strict |
|
Accommodation fee: JPY 10,000
Cleaning fee: JPY 3,000
Refund amount: JPY 5,000
The 50% refund is calculated based on the accommodation fee of JPY 10,000. The cleaning fee is not included in the refund calculation.
FAQ
Q. If the cancellation policy is set to "Free cancellation up to 5 days before check-in," how does this affect changes to the reservation dates?
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.
Q. (When prepayment is enabled) If the reservation dates are shortened or extended, will the amount that has already been authorized or charged be automatically adjusted?
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.
Q. (When prepayment is enabled) If the reservation dates are shortened or extended after check-in, will the amount already collected be automatically adjusted?
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.