Introduction

The Booking Policy page allows property managers to configure deposit rules, booking terms, tax and additional charges, cancellation policies, and general stay policies such as check-in/out time and child-related settings. These configurations define how bookings are handled and communicated to guests across all connected channels.

Deposit

This section allows you to configure how and when deposits are charged to guests. You can define deposit rules based on your booking policy to secure reservations and minimize the risk of cancellations.

How to Configure Deposit

1. In the Deposit section, configure the following:
   • Require a Deposit of: Choose the deposit type (Percent, IDR, Per Night, First Night).
   • Balance Payment is Due: Set when the remaining balance must be paid.
     • On Arrival: The guest pays the balance upon arrival.
     • Days After Booking: Define how many days after booking the balance should be paid.
     • Days Before Arrival: Define how many days before arrival that the balance must be paid.
   • Enable Different Deposit Amount: Enable this option if you want to apply different deposit amounts for specific conditions.
   • A Different Deposit Amount of: Set a different deposit amount for certain criteria.
   • Is Required: Set the number of days before arrival when the deposit must be paid. Example: 14 Days Before Arrival.
2. Click Save to apply the settings.

[!NOTE]

Troubleshooting Deposit Configuration

Deposit settings are not saving

• Ensure all required fields are filled.
• Check that the deposit amount (percent or IDR) is a valid number and not empty.
• Try refreshing the page and re-entering the values before clicking Save again.

Balance Payment Due options are not displaying correctly

• Make sure a deposit type is selected first; some fields are conditional and will only appear afterward.
• Check your internet connection, as a slow connection might delay the field rendering.

"Enable Different Deposit Amount" toggle is unresponsive

• Reload the page and try toggling it again.
• Make sure there are no validation errors above the toggle (e.g., missing deposit type), which may block interaction.

"Is Required" field is not editable or doesn't appear

• Confirm that a deposit type has been selected before trying to set the "Is Required" value.
• This field may be locked if prerequisite fields are not properly filled.

Deposit is not applied during booking

• Double-check that your deposit configuration has been saved correctly.
• Ensure no specific rate plan or conditional setting is overriding the default deposit rule.
• Verify that the booking meets the condition for deposit enforcement (e.g., booking date, stay duration, booking channel).

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Booking Condition

This field is a text area where you can define general terms and conditions of booking.
This might include guest responsibilities, booking restrictions, or special notes that apply to all reservations. The text is displayed to guests on the booking page.

How to Add Booking Conditions

1. Scroll to the Booking Condition section.
2. Enter the desired text or terms in the text area.
3. Click Save to apply.

[!NOTE]

Troubleshooting Booking Condition

Booking conditions are not saving

• Make sure the text area is not left completely empty before clicking Save.
• Check for any unsupported characters or formatting that may prevent the field from saving.
• Refresh the page and try entering the text again.

Text is not visible on the booking page

• Confirm that you have clicked Save after entering the content.
• Check if the visibility of booking conditions is affected by any custom template or booking engine settings.
• Try clearing the cache or accessing the booking page in incognito mode to verify visibility.

Field appears disabled or cannot be edited

• Ensure you have the appropriate access rights or role permissions to modify the Booking Condition field.
• Reload the page and verify if the field becomes editable.

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Tax and Other Additional Charges

This section allows you to add taxes or additional fees that will be applied during the booking process. These charges directly affect the total invoice the guest will pay, including both tax and accommodation fees during the reservation.

How to Add Tax or Additional Charges

1. Scroll to the Tax and Other Additional Charges section.
2. To add a charge, click Add A New Charge.
3. Fill in the following information:
   • Label / Description: The name of the charge (e.g., Tax, Guarantee, etc).
   • Value: The percentage or fixed amount to be applied.
   • Type:
     • Percent: The tax or charge applied as a percentage of the total booking amount. For example, a 2% tax will be calculated based on the total booking value.
     • IDR: A fixed amount applied in the property's default currency (IDR or other). This is a specific value added to the booking regardless of the total amount, based on the property's default currency setting.
     • Per Night: A charge applied for each night the room is booked.
       Example: If the tax is set to IDR 50,000 per night, and the guest stays for 3 nights, the total tax would be IDR 150,000 (50,000 x 3 nights). This is a per-night charge, so the total tax is calculated by multiplying the nightly rate by the number of nights the guest stays.
   • Start / End Date (optional): Define the period during which this charge applies.
4. To delete an existing charge, click the Delete button next to the charge.
5. Click Save to apply changes.

[!NOTE]

Troubleshooting Tax and Other Additional Charges

Charge is not appearing on the booking summary

• Ensure the charge has been saved by clicking Save after configuration.
• Verify the Start / End Date is correctly set and falls within the booking date range.
• Confirm the charge value is greater than zero and the correct Type (Percent, IDR, or Per Night) is selected.

Incorrect total charge calculation

• Double-check the selected Type of charge (Percent, IDR, or Per Night) matches your intended method of calculation.
• For Per Night charges, confirm the nightly rate has been correctly multiplied by the number of nights.
• For Percent charges, ensure it is applied to the intended booking components (e.g., subtotal vs. total).

Unable to delete an existing charge

• Make sure you have the required permissions to edit or remove booking charges.
• Refresh the page and try clicking the Delete button again.
• Check if the charge is currently applied to ongoing bookings, which may restrict deletion.

Start / End Date is not saving

• Ensure both dates are selected using the date picker tool.
• Try re-entering the date and saving again.
• Confirm there are no conflicts with other existing charges using overlapping dates.

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Cancellation Policies

This is a free-text field where you can define general cancellation rules such as:

• Deadline for free cancellation
• Cancellation fees or penalties
• Refund eligibility These terms are displayed to guests during booking and can help reduce disputes.

How to Add Cancellation Policy

1. Scroll to the Cancellation Policy section.
2. Enter your property's cancellation terms into the text box.
3. Click Save to apply.

[!NOTE]

Troubleshooting Cancellation Policies

Cancellation policy text is not saved

• Ensure you clicked the Save button after entering or updating the text.
• Refresh the page to confirm if the changes have been applied.
• Check for any browser extensions or ad blockers that might prevent saving actions.

Cancellation policy is not displayed to guests

• Confirm the policy text has been saved and is not empty.
• Ensure the booking page or system integration supports displaying cancellation policy content.
• Verify if there are any custom templates or settings overriding the default display.

Guests are not following the cancellation terms

• Ensure the cancellation policy is clearly written and understandable.
• Consider highlighting key points such as cancellation deadlines or fees in bold.
• Check if your confirmation emails or vouchers also include the policy text to reinforce visibility.

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Other Policies

This section allows you to configure additional guest policies such as check-in/check-out times, age limits for children and infants, and guest access to invoices. These settings will be applied to bookings and can influence guest expectations during their stay.

How to Configure Other Policies

1. Scroll to the Other Policies section.
2. Fill in the following fields:
   • Guests Check-In From: Define the earliest time guests are allowed to check in (e.g., 14:00).
   • Additional Check-In Instruction: Enter any specific instructions for guests regarding check-in (e.g., "Check-in at the front desk with ID").
   • Guests Check-Out From: Define the latest time guests must check out (e.g., 12:00).
   • Additional Check-Out Instruction: Enter any instructions for guests when checking out (e.g., "Please return the room key at the front desk").
   • Show Customer Access on Invoice: Enable or disable whether the invoice is visible to the guest in their guest access panel.
   • What Is Your Maximum Child Age?
     Children above this age will be considered as adults (e.g., 12 years old).
   • What Is Your Maximum Infant Age?
     Infants above this age will be counted as children. The default is 2 years old.
   • What Is the Maximum Infants You Can Accept?
     Set the maximum number of infants allowed per booking (e.g., 1).
   • Children Under This Age Are Not Allowed
     Specify the minimum age of children allowed at your property. Guests with children under this age will not be able to book (e.g., under 5 years old not allowed).
3. Click Save to apply the changes.

[!NOTE]

Troubleshooting Other Policies

Check-in or check-out time is not saving correctly

• Verify the time is entered in the correct 24-hour format (e.g., 14:00 for 2 PM).
• Ensure you clicked Save after making changes.
• Refresh the page to confirm the saved values are reflected.

Guests are not following the check-in/out instructions

• Make sure the additional instructions are clearly written in the respective fields.
• Verify if these instructions are included in the booking confirmation or guest communication.
• Consider updating automated messages or email templates to emphasize the instructions.

Invoice is not visible to guest even though the option is enabled

• Confirm that Show Customer Access on Invoice is toggled on and saved.
• Check if the guest access feature is properly enabled and accessible for the reservation.
• If you're using a custom system, verify it supports invoice display through the guest panel.

Age restrictions are not enforced during booking

• Confirm the age fields (child, infant, restriction) are correctly filled and saved.
• If the booking is made through a connected channel, ensure that the restrictions are synced or supported by the channel.

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