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Cancellation and Refund

Version: v1.1
Last Updated: May 30, 2026

Partner App Menu Path​

  • Settings → Property → cancellation policy
  • Support Cases
  • Finance → Cancellation Refunds, Settlement History

Required Access​

  • hotel.support_cases.view / hotel.support_cases.manage
  • hotel.finance.view

Your cancellation policy​

Your property has a cancellation policy that governs what a guest is refunded if they cancel. Typical structures:

  • Free cancellation up to a cut-off (e.g. 48 hours before check-in)
  • Partial refund after the cut-off
  • Non-refundable rates

Set your policy in Settings → Property. It is shown to the guest before they book, so it is binding — keep it accurate.

Customer-initiated cancellation before check-in​

When a guest cancels:

  1. The platform applies your cancellation policy automatically to determine the refund
  2. Any deposit collected online is refunded according to the policy
  3. You see the cancellation in Bookings and the refund in Finance → Cancellation Refunds

You generally do not need to take action — the policy drives the outcome.

No-show handling​

A no-show (guest never arrives and never checks in) is treated as a cancellation under your policy:

  1. Do not check the guest in
  2. Log the no-show on the booking
  3. The policy determines what you retain vs. refund

If your policy makes the booking non-refundable, you retain the booking value per the settlement rules.

Deposit refunds​

  • Cancellation before check-in: the deposit is refunded per policy
  • After check-out with no damage: the deposit is released to the guest
  • Damage claimed: initiate a deposit retention request — admin reviews before any amount is retained (see Finance and Deposit Settlement)

Finance escalation​

For anything the automatic policy cannot resolve cleanly — a partial-use booking, a disputed refund, a deposit disagreement:

  1. Capture the cancellation reason and timeline
  2. Open a support case with the booking reference
  3. Track the refund / settlement outcome in Finance

The BookMaMe team adjudicates contested booking cancellations and deposit disputes — see the operations runbook the team follows for booking dispute resolution.

Exceptions​

SituationWhat to do
Partial-use booking (guest stayed some nights, disputes the rest)Raise a support case for manual ops allocation review
Guest disputes a non-refundable chargeDirect them to BookMaMe support; the policy they agreed to at booking applies
Deposit disputeInitiate retention request; admin decides