Dealing with cancellations
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Unfortunately some guests may need to cancel their booking for holiday home. Therefore it's important that you establish a procedure to you deal with cancellations efficiently.
You should make your cancellation procedure clear in your booking contract.
Sometimes you may have to cancel a booking. Having a strategy in place for this scenario is advisable too.
We hope that the following provides you with a grounding in how to best deal with cancellations:
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What to do if a guest cancels
Refer guests to the cancellation clause in your booking contract This should set out a time frame for refunds. For example:
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Have a time frame for refunds. For example:
| Days until arrival |
Refund |
| 56+ days |
Full booking deposit |
| 29-56 days |
50 per cent of total cost |
| 15-28 days |
25 per cent of total cost |
| 1-14 days |
10 per cent of total cost |
| 0 |
Nothing refunded |
Check that any previous payment from the guest has cleared in your bank account before making any refunds - protect yourself from falling victim to a scam.
Ask for confirmation of receipt of any refund for your records.
Offer the guest an alternative week if they wish.
Readvertise the week(s). If it is short notice, try offering a Late Deal.
Remember that your guests may be covered by their travel insurance for cancellation due to circumstances such as:
What to do if you need to cancel a booking
Be as helpful as possible. If there are similar properties in the same area that you think might suit their needs, pass the details on to your guests.
Offer a full refund.
Consider offering accommodation at a later date at a slightly discounted rate.
If you are forced to cancel a stay due to weather-related incidents and other 'Acts of God', your guests' insurance should cover them and you are not obliged to offer a refund.
