Cancellation policies

One of the greatest challenges when trying to operate a business following a natural disaster is how to manage booking cancellations. There are a number of options you might consider.

If a guest cancels

If a guest cancels a booking or checks out early if you have an accommodation business (and there is no booking condition), you should apply your cancellation policy. However, it is preferable that you talk to the customer to negotiate other arrangements, especially if there is a real threat of an emergency.

If you cancel

If you cancel a booking that you have already accepted, you are in breach of a contract and the customer is entitled to claim damages from you to compensate them for any loss.

Consider the alternatives you can offer

Resorting to legal process is expensive and time-consuming, so it is better to find an outcome that satisfies both you and your customer. Consider alternatives such as:

  • credit notes
  • transferring the booking to another date
  • transferring the booking to another business in your group or another business in the broader region.