For a better understanding about the subject, it is important to know that if the reservation is created from an external sales channel (e.g. Airbnb, Booking, Despegar…), the cancellation policies that prevail are those of the channels, because it was there that the consumer contracted their hosting services.
See below how to manage it in the simplest and safest way on your Stays.net:
What you find in this article
- How to relate my cancellation policies to those of the sales channels?
- How does the cancellation policy of the sales channels work?
How to relate my cancellation policies to those of the sales channels?
The way of your policies' relation to those from the sales channels follows a default and it only changes which channel is in question.
For the explanation, we will use the Despegar channel as an example.
After accessing the [Channel Managers Dashboard] menu and clicking on the channel's name, go to the Settings tab and if the channel has ready-made policies models to relate, there will be a section called Cancellation Policies.
After that, just find your policies on the left side of the screen and relate them to the most compatible models, but remembering to save the changes at the bottom of the page:
It is recommended that you use cancellation policies on your website based on best practices in the hosting market, therefore studying the policies of each sales channel can be an excellent source of ideas for developing your models, which will make managing reservations easier!
How does the cancellation policy of the sales channels work?
To help you manage reservation cancellations via sales channels, we have prepared this table with general guidelines for each sales channel:
Channel | How does it work? | Details |
|---|---|---|
| Airbnb | The channel's policy will prevail in cancellations. From your Stays.net integration, you will be able to request cancellations from your system's Reservation Page! | SEE DETAILS |
| Booking | The channel's policy will prevail in cancellations and you will need the actions of the guest or the Booking team to cancel reservations. | SEE DETAILS |
| Despegar | The channel's policy will prevail on the cancellation and you will need actions from the guest or Despegar team to cancel reservations. Remember to properly set up your cancellation policies to let the guests know about possible penalties! | SEE DETAILS |
| Expedia | The channel's policy will prevail in cancellations and you will need the actions of the guest or the Expedia team to cancel reservations | SEE DETAILS |
| Flipkey | We will not send this information to the channel, the cancellation process is done by the guest or the Flipkey team. | SEE DETAILS |
| TemporadaLivre | The channel's policy will be displayed in the listings and will prevail in the reservation process, but you can cancel reservations via Stays.net. | SEE DETAILS |
| Vrbo | The channel's policy will be displayed in the listings and will prevail in the reservation process, but you can cancel reservations via Stays.net. | SEE DETAILS |
| Marketplace HOUSI | HOUSI policy will always prevail and the cancellation policy, in extreme cases, will be handled by HOUSI team. | SEE DETAILS |
| Homes & Villas | You can cancel reservations from your Stays.net as if it were yours, however it is important that you respect the channel's policies when doing it, because it is a platform with strict policies and requirements to get the partnership. | SEE DETAILS |
| CasaTemporada | The host has complete autonomy regarding the listing's policy and this should be presented to guests during the negotiation via CasaTemporada. | SEE DETAILS |
| Tripmood | Since it is a channel that redirects guests to your website, it is a regular cancellation that you make in your direct sales. | SEE DETAILS |
There are market initiatives that aim to give the host more independence to start the cancellation process with the guest on their own. But if you have any questions if the channel accepts it or not, contact the channel's support team to avoid unexpected penalties by the channel.