Leaving Hostaway because of their booking fee?

Ability to correct the wording for cancellation policy

Ken T
May 30, 2024 11:24 AM
OR Team Member Joined Aug, 2019 1706 posts
Caitlin and Scott F
May 3, 2024 1:03 PM
Joined Sep, 2021 2 posts

The wording for the cancellation policy is confusing, and a guest could potentially try to use this to their advantage. 

On a cancellation policy where the guest can cancel with a 100% refund up to 60 days before their stay, it currently says: One hundred percent (100.00%) of the total booking charges will be refunded if the cancellation is made more than 60 days prior to the arrival date of the reservation. 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 percentages are fine, it's the wording that's a problem.  The guest should NOT receive 100% of the TOTAL booking charges, they should receive 100% of WHAT THEY PAID SO FAR.  The way it is automatically worded can sound like they receive MORE than they paid, since they may not have paid the second payment yet.  I would like more specific, clear, and accurate wording here.  If OwnerRez doesn't want to correct it, I think we should be able to correct it ourselves as owners.  Thank you!

Caitlin and Scott F
May 7, 2024 1:49 PM
Joined Sep, 2021 2 posts

Say you have this cancelation policy mentioned above, and a $2000 booking. The guest pays 50% of the total booking charges up front (50% of total is $1000). They pass the 100% refund date, and now only get 50% of the total booking charges if they cancel. (Again, 50% of the total is $1000). With this wording, they could think they get back the $1000 that they've paid. I understand that is not the intention, but why not have it worded correctly in the first place, so as not to cause confusion?  Just a change of a word or two, or allowing us individually to modify the text on our own cancelation policies, could take care of it. 

Ken T
May 30, 2024 11:24 AM
OR Team Member Joined Aug, 2019 1706 posts