Platform 2.0 - How to set default cancellation fees

Owner and manager roles are able to preset cancellation fees that may be charged when a guest cancels a reservation. Based on your settings, a cancellation fee will be suggested when a reservation is cancelled or the number of nights for the reservation is reduced (if setting selected for this).

🧭 Where to Set the Cancellation Fee

To set the fee, click on Campground Settings, then go to Reservation Settings.

This brings you to the Campground Settings inner menu. Click on the Reservation Settings:

In the Reservation Settings, click on Fees to set up the Cancellation Fee.

The slider image in the Cancellation Fee section demonstrates when a fee will be suggested.

There are different cancellation fee options available:

Fee if cancelling or reducing reservation nights more than a number of nights before the check in date
Fee if cancelling or reducing number of reservation nights less than or equal to a number of nights before/on the check in date
Fee if cancelling or reducing number of reservation nights after the check in date

For each time period, you are able to set the following cancellation fee calculation methods:

Flat fee: a set dollar amount that is charged.
First night's rate: the non-discounted first night rate that is charged on the reservation.
% of booking total: a set percentage of the total cost of the reservation which includes any add-ons, taxes, fees or discounts.

To set a default cancellation fee that automatically calculates whenever a reservation is cancelled or nights reduced (if set), provided the change is made more than the specified number of nights before the check-in date, follow these steps:

Input Duration: In the "More than" field, enter the number of nights prior to the check-in date. This sets the minimum advance notice required for cancellations or reductions without incurring a fee.
Select Fee Calculation Method: Choose how the cancellation fee will be calculated. This could be a flat fee, the first night's rate or a percentage of the total cost.
Enter the Fee: Specify the amount of the fee according to the calculation method selected.

The "Less (or equal)" Nights will be set automatically based on the "More than" Nights.

To set a default cancellation fee that automatically calculates whenever a reservation is cancelled or reduced when done less than or equal to the specified number of nights before the check-in date, follow the same steps for the "Less (or equal)" Fee and Calculation Method.

In the example pictured below, when a guest cancels or reduces the number of nights for their stay and the check in date for their reservation is greater than 14 nights away, the default cancellation fee will be a flat fee of $10. If the check in date is within 14 nights, the default cancellation fee will be 100% of their booking total.

There is also an option for cancellations or stay reductions that occur after the guest's check in date.

This will have the same options available:

The other option to set is when you want the cancel fee to apply:

Select Apply cancellation fee only for cancellations to only have a Cancellation Fee when a reservation is cancelled.
Select Apply cancellation fee for changes and cancellations to have a Cancellation Fee when a reservation is cancelled as well as when the number of nights on a reservation is reduced.

Be sure to click on the "Save" button when you set or change cancellation fees so they are saved.

⚠️ You will still have discretion to change the default cancellation amount in case you want to charge a different fee or none at all when in the manager portal.

⚠️ With the "Apply cancellation fee for changes and cancellations" set, when a guest requests to reduce their stay, it will apply to the change when accepted.

If you have any questions or want clarification on how to set up Cancellation Fees, please reach out at [email protected] and we can help.