RoomRaccoon is committed to providing the best service and honouring our customers by enhancing their experience as hoteliers. If you would like to cancel your RoomRaccoon package, please follow the steps below.

Cancellation Policy

All cancellations must be requested at least 30 days before the end of the current calendar month. This means that your package will still be active/billable for a full calendar month after you request the cancellation. Once you confirm your cancellation in writing, no additional invoices will be generated unless they pertain to the cancellation period.

Inform your Customer Success Manager

Please reach out to your Customer Success Manager about your cancellation request.

Confirmation and Form Submission

To confirm your cancellation, please provide written authorization by completing the cancellation form (which will be provided to you by our Customer Support Team once you reach out)

Google Hotel Ads

If Google Hotel Ads (GHA) is activated, a final invoice for all confirmed GHA bookings will be issued when you cancel your RoomRaccoon subscription.

Important to know:
Google only sends the invoices to RoomRaccoon after the guest has stayed, not when the booking is made.
 So, even after your account is deactivated, if you had future reservations made via GHA, RoomRaccoon will still receive the invoice from Google later.

This means:

• If a guest booked through GHA before your deactivation but will stay after your deactivation,

• RoomRaccoon will still be charged by Google when the guest checks out,
  And you will receive that invoice from us, even though your subscription is no longer active.

You are still responsible for paying these invoices.

Data Export Before Deactivation

Once the account is deactivated, you will no longer have access to RoomRaccoon or any data in your account.
 We strongly recommend exporting all important information during the notice period.

Important:  For data protection reasons, RoomRaccoon will not be able to access or recover your data after deactivation. However, your data will be securely stored on our servers for 90 days, should you decide to reactivate your account during that time.

How to Export Your Data

During the notice period, we recommend exporting all necessary data such as bookings and reports. We understand that this process involves critical data, so please ensure you download any files, invoices, reports, etc., required for your records before the account is closed. 

Invoices

To extract all your invoices, please go to Reservations > Reservations list. 

1. Fill in the date from which you would like to extract. 

2. In the dropdown you can select the timeframe, going up to a quarter. 

3. You can then choose if this applies for all reservations or just the paid invoices for example. 

4. Click search. 

5. Scroll to the bottom of the page and download the invoices in the format of your choice.

Reservations

To download reservations, please go to Reservations > Reservations list. 

1. Fill in the date from which you would like to extract. 

2. In the dropdown you can select the timeframe, going up to a quarter. 

3. Scroll to the bottom of the page and select ‘download spreadsheet of reservations of the selected period’ 

Bookers and Guests

To extract your Bookers, please go to Bookers & Guests > Bookers. 

Scroll right down to the bottom of the page and ‘download customer list’. 

To extract your Guests, please go to Bookers & Guests > Guests. 

Scroll right down to the bottom of the page and ‘download customer list’. 

Accounting 

If you make use of the Financial Reports Upgrade, we recommend you download these reports. This can be done either monthly or annually. 

Compliance 

If you have a compliance connection, we advise you to keep the data up to date and send out  until your last day with RoomRaccoon to ensure accurate information.