Help CenterWhen a guest cancels a booking, it’s important to know how to handle the situation swiftly to minimise the impact on your property’s calendar and income. Whether it’s a last-minute change or a cancellation made in advance, staying informed and prepared will help you manage the process smoothly. Here are some things you can do:
1. Consider cancellation policy implications
The type of cancellation policy you’ve selected for your property will determine how the guest’s refund is handled. Have a look here to see a breakdown of these policies.
2. Handle the cancellation
Once a cancellation occurs, you will be notified immediately. It is important to ensure your calendar is open and you can receive bookings for these dates. When the cancellation is processed, you will receive an email informing you of the refund (if applicable), our banking details, payment instructions and a payment option. There will also be a link that will take you to your host profile where you can review all your account details. You will always refund us so we can coordinate the refund to the guest.
3. Re-book cancelled dates
Consider offering a special rate to increase the chances of re-booking the cancelled dates. You can also adjust your property’s availability settings to attract last-minute bookings.
4. Examine the impact on your income
The impact on your income will vary depending on the timing of the cancellation and your selected cancellation policy. A flexible policy might lead to more cancellations and can also attract more bookings due to its appeal to guests.
5. Notify LekkeSlaap
If a guest informs you directly that they want to cancel their booking, please notify us immediately so we can process the cancellation.