Cancellation policy / refunds

I've got a property that's set up like this:

First Payment: 50% required up front

Second Payment:  Due 30 days before arrival, collected automatically

Cancellation Policy:  Guest receives 50.00% if cancellation occurs at least 30 days before arrival; No refunds within 30 days of arrival.

So, officially the first payment is non-refundable.  We're very clear about it in the rental agreement.  But the "guest receives 50%" language in the cancellation policy keeps tripping us up because it leads guests to believe they're going to get their deposit back.  They don't receive anything if they cancel 30+ days out, we just don't charge the second 50% payment.

Is there a better way to configure this combo of payment schedule and cancellation policy?

Hi James,

Could you write in to the Helpdesk at help@ownerrez.com with an example of where you're seeing this language displayed?

Guest receives 50.00% if cancellation occurs at least 30 days before arrival; No refunds within 30 days of arrival.

Checking your Cancellation Policy, I see the following:

Fifty percent (50.00%) of the total booking charges will be refunded if the cancellation is made more than 30 days prior to the arrival date of the reservation. For cancellations made within 30 days prior to the arrival date, no refund will be issued.

The above should also be populating in your Rental Agreement for Direct and Vrbo bookings. So I'm curious where you're actually seeing that language that cut things much shorter than the full policy details I'm looking at here. Is it on a channel you're seeing this? Wherever it is being displayed, there might be a different Field Code you can use so that it displays the language in full.

Give us a shout at the Helpdesk and we'll gladly dig in for you and see what can be done to address this concern!