Cancellations are really disappointing to your customer. Once the booking has been confirmed, you may not be entitled to a payout if you choose to cancel, unless for unforeseen circumstances. If you had to turn away or were a no-show to your customer, you will also not be entitled to a payout.
Before you cancel a booking, would you like to Propose a change instead?
You may suggest changes to the booking details (e.g. date, timeslot, product option) as alternatives for your customer.
Inform us of the proposed alternatives immediately by reaching out to us!
Pelago will send an email with the proposed alternative to the customer.
We recommend you to hold the new proposed slot for 2 days, to give sufficient time for the customer to consider or rebook. This 2-day hold will be communicated to customers as well.
If your customer accepts the changes, Pelago will cancel the original booking and advise the customer to make a new booking. If the product has a no-cancellation policy, a refund will be issued to your customer if they accept the change.
If you have to cancel the booking regardless, please reach out to our team.