Way has a robust cancellation policy system to easily communicate your policies and allow guests to manage their reservations themselves while adhering to your guidelines.
Review the cancellation policy for each experience before sharing it with a Core Partner. Configure an experience-specific policy in the experience builder when needed.
How to Configure Cancellation Policy
Login to your Way dashboard
Create a new or edit an existing experience
Open Policies in the builder and review the guest cancellation settings
Configure the policy settings
Click Save and publish to save your changes
Guest Cancellation Flow
If a guest books an experience that has a cancellation policy enabled, they will be able to manage their reservation directly from their confirmation email. The guest can follow the available prompts to cancel under the configured policy. Review the refund settings and payment method when confirming any refund.
Frequently Asked Questions
Do I need to activate a cancellation policy for experiences published before this feature was available?
Do I need to activate a cancellation policy for experiences published before this feature was available?
To enable guest cancellations, edit your experience, open Policies, enable guest cancellations, and configure your policy. Click Save and publish. For a new partner submission, use the Partners tab to submit the experience to the Core Partner for approval.
Will the Base Partner and property be notified when a guest cancels their booking?
Will the Base Partner and property be notified when a guest cancels their booking?
Review the notification settings for the experience with your Core Partner so the right teams receive booking updates. Base Partners can manage additional recipients in their own experience’s Email & notifications settings.
Does the cancellation policy display during the guest booking process?
Does the cancellation policy display during the guest booking process?
Yes! The cancellation policy note you specify when creating the policy will be displayed during the booking journey for the guest. This should provide extra clarity and confidence during the booking process.
What happens if my guest attempts to cancel their booking after the cancellation cutoff I set has passed?
What happens if my guest attempts to cancel their booking after the cancellation cutoff I set has passed?
When the guest attempts to cancel their reservation they will be notified that they have missed the self-cancellation deadline and to contact the property team if they have any questions.
Who can cancel or refund bookings from the dashboard?
Who can cancel or refund bookings from the dashboard?
Both Base Partner and Core Partner team members can cancel or refund bookings with the appropriate permissions. You need Cancel bookings permission to cancel and Refund bookings permission to issue a refund. These are separate actions.
Can guests cancel their bookings that were made with alternative payment methods (room charge, etc.)?
Can guests cancel their bookings that were made with alternative payment methods (room charge, etc.)?
For room charges, member charges, or other integrated payment methods, confirm the cancellation and refund process with your Core Partner or Support. Check the booking and the connected payment system to confirm that any required refund or adjustment has completed.
Can I track cancellations that were triggered by a guest?
Can I track cancellations that were triggered by a guest?
Yes! The timestamp of the cancellation and refund that were triggered by the guest will appear in the Activity log of the Booking modal.