If you want to define cancellation policies specifically for direct bookings (via your Booking Engine or manually created reservations), please note that RoomRaccoon currently does not support a separate configuration for these policies in the system settings.

However, there are simple ways to make sure your guests are clearly informed about your cancellation rules and that they remain legally valid.

What you need to know

At the moment:

• There is no dedicated setting under “Rates” or “Policies” that applies only to direct bookings.

• The same cancellation policy applies to all channels (direct and OTA) unless you communicate a different rule elsewhere — for example, in your Terms & Conditions.

This means that if you want your direct bookings to have different conditions (e.g. free cancellation up to 7 days before arrival), you’ll need to state this manually for your guests.

Recommended Setup for Direct Bookings

To make sure your guests understand your direct booking cancellation terms, follow this suggestion:

1. Add Your Direct Booking Policy to the Terms & Conditions

1. Go to My Property > Booking Engine > Terms & Conditions.

2. Along with your other Terms & Conditions, write your direct booking cancellation policy clearly. Include:

   • The time frame for free cancellation

   • Any fees or charges that apply after that

   • Special conditions for certain dates or events

2. Add Your Booking Policy to the Booking Confirmation Document

In addition, you can add a line in the booking confirmation document that summarises your cancellation policy. 

“For direct bookings, cancellations are free up to 7 days before arrival. After that, 100% of the reservation will be charged.” 

This ensures that even though RoomRaccoon doesn’t allow separate cancellation settings for direct bookings, your guests are still fully informed — and your policy remains enforceable.

Extra Tip

If you have event-specific cancellation rules (for example, during fairs, holidays, or peak weekends), you can:

• Temporarily update your Terms & Conditions to reflect the stricter policy, or

• Mention the exceptions directly with the relevant dates inside the same section.