Overview
Customers can now cancel their own rental bookings using a cancellation link. This release includes the main self-service cancellation flow, an optional cancellation window you can configure, and clearer operator visibility, while keeping refunds and security deposit decisions manual and controlled by the operator.
What’s included
- Self-service cancellation: Customers can cancel an upcoming booking from their confirmation link. The booking is released immediately with no approval step. Self-service cancellation is available until the booking starts. Once a booking is active or completed, self-service cancellation is not offered.
- Cancellation reason (optional): Customers can add a reason in their own words. This is optional and is saved to the booking for operator context.
- Configurable cancellation window: You can optionally set a cutoff period (minutes, hours, or days) before the booking start time. If you leave this off, customers can cancel any time up until the booking begins.
- Multi-listing booking support: For bookings with more than one listing, the booking details panel shows each listing with its dates. Cancelling applies to the full booking.
- Clear messaging for expired or already-used links: If a link has already been used or is no longer valid, the customer sees a clear message explaining what happened and how to get help.
How to use it
- No setup is required for the core cancellation flow. It is automatically available in confirmation and reminder notifications for rental bookings.
- To optionally set a cutoff window, go to Rentals → Global settings → Booking settings and enable Set cancellation link expiry, then choose your cutoff window.
- To place the cancellation link into a notification template or confirmation page, insert null where the link should appear.
Why this matters
- Reduces routine “please cancel my booking” requests that operators would otherwise handle manually.
- Gives customers a straightforward way to manage cancellations without needing to email or call.
- Keeps payments, security deposits, and refunds under operator control so nothing financial happens automatically.
