Cancellation Policy

Cancellation Policy

Info
Purpose: 
This section explains how to change or add cancellation policy, 
⏱ Estimated time: ~ 10mins
Warning
Required Setting:
  1. 3. Setting Items (Required)
*All of the above settings must be completed.

1. Where to set

  1. Setting page: Property Management Screen
  2. Action: 'Setting'  → 'Booking Engine' → [Cancelation Policy]

2. Add & Modifying Cancellation policy

2.1 Add Cancellation policy

To add new cancelation policy, click [Add cancellation policy] on the right side of the screen.

2.2 Modifying Cancellation Policy

To modify, click on the existing cancelation policy.

3. Setting Items (Required)

1. Cancellation PolicyEnter the Cancellation Policy Name.
This name is displayed on the CM plan page.
2. No Show: 100% of the rateThis section is set by default and cannot be change.
3. Up to 0 days before check-in
This row cannot be delete, however, the percentage can be modified.

4. +add more terms
Add new cancellation policy rules. 

5. Deleting cancellation policy
Click on the [trash can] icon to delete existing policy.


  1. IdeaDo not set a “0%” rate for periods when no cancellation fee applies.
    For example, if there is     no cancellation fee from the 7th day onward,
    set the rule     up to the 6th day, and do not create a rule for the 7th day.
  2. If multiple days have the same cancellation percentage,
    set the percentage only on the day when the rate changes, rather than for each day.
Warning
  1. After clicking the [Save] button, , the list will be sorted by date in ascending order.
  2. If the dates overlap, the save will be blocked and the error message "Days are duplicates" will be displayed.

4. Allow customers to cancel before a time deadline (Optional)

Check the box to set time for the cancelation policy.

Warning
  1. 0:00 o'clock or 24:00 o'clock cannot be set, please set a time in other time.
  2. Time settings can only be applied to the cancellation fee with the highest percentage.
  3. If multiple cancellation rules have the same percentage, the latest date associated with that percentage will be applied.
  4. If the time is not specified, 23:59 will be displayed on the guest’s reservation confirmation screen.

5. Points Used in Advance Payment

When advance payment is made using points, the original payment amount will be refunded, and the cancellation fee will be charged again.
Even if the cancellation fee exceeds the payment amount after deducting points, the full amount specified in the cancellation policy can still be charged.
Info
Example:
For a ¥10,000 reservation with a 50% cancellation fee (¥5,000):
  1. At the time of booking: At the time of booking: ¥1,000 paid by credit card and ¥9,000 paid with points.
  2. At the time of cancellation: ¥1,000 refunded, and ¥5,000 charged again as a cancellation fee.

6. Linking Created Cancellation Policies to Plans

When multiple cancellation policies are created, they become available for selection in the dropdown menu on the Plan Edit screen.

By default, the Default Cancellation Policy is applied.
To apply a different policy for a specific plan, open the Plan Edit screen and select the desired cancellation policy from the dropdown list.

Info
The cancellation policy is applied on a per-night basis, not to the reservation as a whole.

▼Example:
Cancellation policy:
・Up to 0 days before check-in: 100% of the rate
・Up to 1 day before check-in: 80% of the rate
・Up to 2 days before check-in: 50% of the rate

1. If the reservation is canceled 1 day before the check-in date:
    First night: 80% cancellation fee
    Second night: 50% cancellation fee
2. If the reservation is canceled 2 days before the check-in date:
    First night: 50% cancellation fee

Sample Reservation:
・Rate: 10,000 yen/night
・Stay dates: Dec 19–Dec 22 (3 nights)
・Total amount: 30,000 yen
・Cancellation date: Dec 18 (1 day before the check-in date)

Cancellation fee calculation:
10,000 × 50% + 10,000 × 80% = 13,000 yen

7. FAQ

Question
 Answer
Q1. How are cancellation fees calculated?
Cancellation fees are calculated based on the hotel’s cancellation policy and are applied per night.

For multi-night (consecutive) stays, the system calculates the cancellation fee for each night individually according to the policy.
Q2. What happens to points when a reservation is canceled?
When a reservation made using points is canceled, the points are not consumed and will be returned to the member’s account.
The cancellation fee is calculated based on the room rate before point deduction.

    • Related Articles

    • Reservation Update Policy

      Purpose: This section explain how to set up options that allow or restrict users from modifying their reservation details or changing their payment method on the reservation confirmation page. ⏱ Estimated time: ~10 mins 1. Where to set Setting page: ...

    • Terms of Service & Privacy Policy

      Purpose: This section explains how to set up custom terms and policies for guests to agree to, in addition to tripla’s standard terms and conditions — such as the hotel’s Terms of Service, Privacy Policy, or Cookie Policy. ⏱ Estimated time: ~5mins 1. ...

    • Cancel a Reservation (Guest Screen)

      Purpose This section explains the steps for canceling a reservation. ⏱ Estimated time: ~5 mins 1. Cancel from Email Confirmation Step 1 ・Click on the URL provided in the reservation confirmation email. ・After clicking the URL, Reservation ...

    • Extras: Optional Extra

      Purpose: This section explains how to create Extras, such as special dishes or cakes, that can be attached to a plan. ⏱ Estimated time: ~10 mins Note: This feature is supported only for TL Lincoln, TEMAIRAZU, NEPPAN, and RAKUTSU. It is not displayed ...

    • Reservation List

      Purpose: This section explains how to manage customer reservations, make changes, cancel bookings, and resend confirmation emails from the reservation list page. ⏱Estimated time: ~15 minutes 1. Where to Set Setting page: Brand Management Screen & ...