When a customer requires to cancel their booking, they are given the option to either contact the property directly, or use their MyWorld Account : https://tsecure.hostelworld.com/en/myworld.
One of the reasons customers would have to contact the property is if they booked on one of our affiliate sites, they would not have a user account, so they must speak with you to cancel or change their booking.
We only ask that you do allow guests changes and cancellations free of charge, unless the booking was made under special conditions, like Non Refunable booking.
There are 3 types of bookings that you need to know about:
Standard Booking - the deposit is not refundable in case of any cancellation.
FreeCancellation Booking- Hostelworld refunds the deposit if customer cancels the booking on time (depending on your cancellation policy). Booking must be cancelled by customer via their Myworld Account for the refund to be automatically applied.
Non Refundable Booking - property can charge the balance due anytime after the booking was made. Balance and deposit are completely non-refundable, in case of any change or cancellation.
How you handle Hostelworld booking changes and cancellations will depend on the systems that you use to manage your availability and bookings.
We only ask that you do allow guests changes and cancellations free of charge, depending on conditions at the time of the booking.
Hostelworld Inbox :
Changing a booking :
- Currently there is no option to modify bookings in Hostelworld Inbox
When a customer contacts you to change their booking, please amend it in your property management system, reservations excel & confirm the change to the guest. The booking will remain unchanged in Inbox, which is fine as long as you have an agreement with the guest.
- An alternative solution, could be cancelling the entire reservation and blocking the availability for the dates customer wants to stay.
Cancelling a booking
Standard Booking : If a customer requests to cancel their booking, you can process the cancellation by opening the booking through your Hostelworld inbox and click on Resell beds.
FreeCancellation Booking : possibility to cancel in Inbox is blocked while Free Cancellation applies, so advise guest to cancel using their Myworld account. Once the booking enters a late cancellation stage - you can cancel it in inbox, same way as a Standard Booking.
Non Refundable Booking : If a customer requests to cancel their booking, you can process the cancellation by opening the booking through your Hostelworld inbox and click on Resell beds.
Channel Manager :
When your Hostelworld Inbox is connected to a channel manager via API, it is no longer possible to cancel the booking in Inbox , this must be done in your Channel manager or Property Management system - which will either cancel the booking in inbox, or will just update your records in the property management system, leaving the booking as it is in Inbox (depends on your channel manager, PMS and the combination of the two).
Example : Myallocator channel manager is able to send cancellations to Hostelworld Inbox via their system. It is done using a 'setcancellation' call.
The Hostelworld API is able to receive cancellations from your channel manager/property management system. Hostelworld provides this function to all channel managers, please contact your channel manager to get this activated for you.
If your channel manager does not support Hostelworld Cancellations, you should enquire if this can be developed by them.
What about the Deposit customer paid ? In case of change or cancellation (unless this was a free cancellation booking that was cancelled through the customer's account).
If new booking is cheaper - calculate the deposit based on new booking price (it will probably be less than the original deposit). Only deduct the 'new' deposit from amount due on arrival, the remainder is non-refundable.
John has booked a double room, priced 50EUR per night for 2 nights ( total cost of booking 100EUR). He paid a 15% deposit on Hostelworld.com = 15EUR.
amount John has to pay on arrival = 100EUR (total cost of booking) - 15EUR(15%deposit).
John wants to change his booking to 1 night, instead of 2.
So the new total cost of booking= 50EUR
Amount due on arrival = 50Eur -15% the total price of booking = 50Eur -7.5EUR=42.50EUR
The loss to the customer = 7.5 EUR, as the deposit for the cancelled night is non-refundable.