Cancel for Any Reason FAQ

No. Cancel for Any Reason is only available during the checkout process in the Booking Engine:

If the option is not shown at that time, it cannot be added later.

Cancel for Any Reason is displayed dynamically based on several factors like rate plan, cancellation policy, booking timing, and risk assessment. Guests cannot request to add it after the booking is completed.

If a guest contacts you asking to add Cancel for Any Reason to an existing reservation, let them know it must be selected at the time of booking and cannot be retroactively applied.

Reservations that include Cancel for Any Reason are identified by an HTS badge located on the reservation drawer within the PMS.

Additionally, if you proceed to cancel a reservation that includes this protection, the system will display a confirmation message indicating that the Cancel for Any Reason policy is attached.

Guests can cancel their reservation using any of the following methods:

1. Use the cancellation link included in the Cancel for Any Reason confirmation email (goes to the third-party HTS portal).
2. Access the Cloudbeds Guest Portal via the link sent by email, and cancel.
3. Call your property directly, and staff can cancel the reservation in the PMS as usual.

No special cancellation steps are needed in the PMS—the reservation status just needs to be changed to “Cancelled.”

If a guest contacts your property to cancel, you should:

1. Cancel the reservation in the PMS (standard flow).
2. Inform the guest: “I see your reservation includes a Cancel for Any Reason policy. I can proceed with the cancellation, but please note that this service is managed by a third-party provider. Be sure to check the email you received at the time of booking for more information on next steps.”

In most cases, no. Refunds for Cancel for Any Reason-protected reservations are handled by HTS, the third-party provider. Your property does not need to issue a refund as long as the reservation is canceled correctly in Cloudbeds PMS.

However, if the guest cancels during a period when your property's standard cancellation policy still offers a full refund, your property is responsible for issuing that refund. Cancel for Any Reason only activates once your property's free cancellation period has passed.

For example, a guest books a room with a “Flexible — 7 days” cancellation policy. This means they can cancel up to 7 days before check-in and still receive a full refund from the hotel. 

These are the Reservation Details:

• Check-in: September 22, 2025
• Rate plan: Flexible — 7 days
• Total reservation cost: $1,000.00
• Cancel for Any Reason fee paid: $150.00 (non-refundable)

These are the three possible scenarios:

If the guest cancels their reservation:

1. Before the cancellation deadline defined by the reservation's rate plan – the hotel is responsible for the refund, based on the rate plan’s cancellation policy.
2. After the rate plan’s cancellation deadline but before check-in – the Cancel for Any Reason coverage applies, and the refund is processed by HTS (the third-party provider).
3. No-show – Cancel for Any Reason does not apply. The guest is not eligible for a refund.

If the guest does not attempt to cancel before the deadline listed in their confirmation email, their Cancel for Any Reason coverage will expire and cannot be used.

In this case, the cancellation will follow your property's standard cancellation policy — and the guest may not be eligible for any refund.

However, if the guest did try to cancel on time but had technical issues, they should contact HTS directly using the link in their confirmation email. HTS will evaluate the case and may coordinate directly with your property to process the cancellation and refund manually.

If the guest experiences a technical error while trying to cancel using the Cancel for Any Reason link in their email, they should contact HTS directly through the support portal: https://hopper-cloud-hotelCancel for Any Reason.kustomer.help/

HTS will help complete the process. In some cases, they may reach out to your property to cancel the reservation and process the refund manually.

Guests should be directed to HTS for updates on their refund status. HTS will verify whether the cancellation was completed successfully.

• If it was completed within 14 days, HTS will confirm the expected refund timeline and where the refund was sent (e.g., credit card, bank, PayPal).
• If it’s been more than 14 days, HTS will escalate internally to verify if an error occurred and follow up with the guest.

Guests can contact HTS via their email confirmation or directly through the support portal: https://hopper-cloud-hotelCancel for Any Reason.kustomer.help/

No. Cancel for Any Reason applies to the entire reservation:

• All guests must cancel—partial cancellations are not allowed.
• All rooms must cancel—multi-room reservations must be canceled in full.

No. Cancel for Any Reason is not currently supported for multi-room reservations.

If a guest books two or more rooms under a single reservation, the Cancel for Any Reason option will not be displayed during checkout.

This is a known limitation and may be addressed in future updates.

Yes. The Cancel for Any Reason option is displayed dynamically in the Booking Engine based on several factors, including your property's cancellation policy and the likelihood of a guest needing to cancel (i.e., reservation risk).

• If your rate plan already allows full cancellation up to the time of arrival, Cancel for Any Reason will not be offered, since there would be no additional benefit to the guest.
• Cancel for Any Reason is not always available for same-day bookings. HTS risk analysis algorithm evaluates several factors in real-time; if a booking is determined to be high-risk, the option will not be presented to the guest.
• Guests must cancel before the deadline listed in their confirmation email. If that deadline is missed, the reservation follows the property's standard cancellation policy.
• No-shows are not eligible for a refund through Cancel for Any Reason, even if the service was purchased.
• Refunds only apply to the room base rate and applicable taxes. Add-ons or service fees (like the Cancel for Any Reason fee itself) are non-refundable.

Guests should visit the HTS support portal using the link in their Cancel for Any Reason confirmation email. The portal includes:

• Full FAQ and refund status updates
• Live chat support available 24/7
• Links to Terms & Conditions and Contact Support

Yes. Cloudbeds automatically triggers a cancellation email to the guest regardless of the method used to cancel (whether via the PMS, the Guest Portal, or the third-party HTS portal).

For applicable properties, Cancel for Any Reason is enabled by default. Authorized users can manage this setting in the Booking Engine Settings.

This setting is visible and editable only to Super Admins and users with permission to view credit card details.

To access and manage this setting:

1. Click the Account menu (top-right corner) and click Settings
2. Select Booking Engine from the left-hand menu.
3. Open the Settings tab.
4. Locate the Enable Cancel For Any Reason option under the Payment section.
5. Check or uncheck the box, then click Save.

Yes. Changes to the Cancel for Any Reason setting are recorded in Logs.

To view these changes:

1. Click the Account menu (top-right corner) and click Settings
2. Select Logs from the left-hand menu.
3. In the Change Made filter, select Booking Engine and click Apply.
4. Expand an entry to view details.
5. Look for Cancel For Any Reason Status updates (enabled or disabled).

Cancel for Any Reason is supported by all Cloudbeds-integrated payment gateways.

Properties using Stripe Direct are excluded.

The fee is collected at the time of booking. This applies even to "pay later" or "pay on arrival" reservations. The guest must pay the add-on fee immediately to activate the coverage.

No. The Cancel for Any Reason transaction is strictly between the guest and HTS. These charges do not appear on the property folio and do not impact your property’s internal financial reporting.

If your property only collects a partial deposit (e.g., 50%) at the time of booking, Cancel for Any Reason will only refund the amount actually collected from the guest’s card.

Guests manage their selection via radio buttons during the checkout process. To complete the booking, they must explicitly choose to either add the protection or decline it.

Confirmation of the selection is included in the guest's confirmation email and the booking Terms & Conditions.