Even if a guest has booked a non-refundable rate, they may request to cancel this free of charge.
If this is the case, our Customer Service team will contact you to discuss this. Whilst we always explain the booking conditions to the customer, waiving fees is a friendly gesture that may prevent complaints and keep customers happy.
This is completely your decision and our team will update the system and customer with whatever you decide.
In either case, you won’t be charged commission on cancelled bookings.