Apply Strategic Discounts Without Losing Profitability
Offering flexibility is key in direct bookings, but some guests prefer to pay less in exchange for stricter conditions. The non-refundable rate allows you to offer a discounted alternative that requires immediate payment and does not allow refunds in case of cancellation, ensuring revenue from the start.
Where do I configure the non-refundable rate?
The non-refundable rate is a pricing option you set up in your VRMS. You should maintain the standard rate with flexible cancellation and add a new non-refundable rate that discounts the rental, requires immediate payment, and does not allow refunds if the guest cancels. This way, the customer chooses between paying more with flexibility or paying less without a refund.
Step by Step: How to Set Up the Non-Refundable Rate in the VRMS
In the top menu, click on the "Revenue" tab.
In the left sidebar, select Rates → Non-Refundable Rate.
Click the "Create" button. A side panel will open on the right to configure the new rate.
In the "Rule Name" field, enter an identifying name (example: Refundable).
Define the rate conditions:
Free cancellation period: number of days before arrival when the guest can cancel at no cost.
Subsequent penalty: indicate if a part or the entire booking will be charged when canceled outside the period.
Add seasons:
Click "Add" in the "Seasons" section.
Select the date range when the rate will apply.
Set the discount (if applicable) and the minimum release (days in advance required to book).
Go to the "Associate Accommodations" section and mark the properties to which the rate will apply.
Click "Save" to activate the new refundable rate.
Click "Next" to continue.
Attention to Details
This refundable rate will only apply to bookings made from your web. For external portals (Booking, Airbnb, etc.), policies must be configured in Channel Manager PRO.
How is the non-refundable rate applied?
The Non-Refundable Rate allows offering tourists a lower price in exchange for paying 100% of the booking at the time of confirmation, with no possibility of a refund. Below we will see how it applies depending on the type of booking:
Application Seasons
The seasons you configure in the rate determine on which dates the discount applies.
If a booking coincides fully or partially with the days defined in the season, the corresponding discount will apply only on those days.
Booking Partially Within the Season
When a booking only partially falls within the configured date range, the discount applies only to those days.
However, the entire booking is considered Non-Refundable, regardless of whether it includes other dates outside the season.
Bookings with Multiple Seasons
If a single booking includes days that belong to different seasons, the corresponding discount for each season will apply.
The system will automatically calculate the correct percentage using a proportional rule of three based on the applicable days and discounts.
Where Do Non-Refundable Rates Appear?
Find Them on Your Web
On your web, in the listing details, the user sees two prices:
Refundable: with flexible cancellation.
Non-refundable: with visible discount.
Find Them in Your Internal Interface, VRMS
In the internal interface, you can easily check if a guest selected the Non-Refundable Rate at the time of their booking. To check if a booking has the non-refundable rate active, follow these steps:
Access the module VRMS → Bookings → Booking List.
Click on the booking you want to check.
Click the "Full View" button.
Go to the "Data" tab.
In the "Data" section, review the "Cancellation Condition" part.
There you can confirm if the booking was made under the Non-Refundable option.
Displaying the Non-Refundable Rate in Automatic Messages
To ensure the guest receives clear information about the applied policy, you can use the dynamic field Cancellation Conditions in your automatic messages.
How It Works
When you insert this dynamic field in your message template, the system will automatically display the text corresponding to the policy selected in the booking.
In the case of the Non-Refundable Rate, the client will see the following message:
You have chosen to book with a non-refundable rate condition: If you want to cancel the booking, you will lose 100% of the payment made.
Helpful Tip
Include this dynamic field in your booking confirmation and arrival reminder emails to reinforce clarity and avoid confusion with the guest.
I Can't Activate the Non-Refundable Rate
If you can't find the option to create or configure a Refundable Rate in your account, it might not be enabled yet.
What to do in this case?
Contact our Customer Experience department and request the activation of the Refundable Rate option.
Keep in mind that to have this feature available on your web, it is essential to have an active payment gateway.
If you don't have a gateway set up, the refundable rate cannot be activated or applied on your website.
Best Practices
Offer an attractive discount: avoid setting a value too low that doesn't motivate the customer, or too high that affects your profitability.
Link the rate to strategic accommodations: for example, those in high demand during peak season.
Clearly communicate the rate: ensure it is displayed on your web and in the automatic messages sent to the guest.
Common Mistakes
Setting seasons that are too short to be applicable.
Not reviewing accommodations already linked to other rules, which can cause conflicts or duplications.
Forgetting that the Non-Refundable condition applies to the entire stay, even if only part of the booking is within the discounted season.
The Non-Refundable Rate is a key tool to attract price-sensitive customers, ensure upfront revenue, and improve the profitability of your accommodations.
Set it up in three steps, present it clearly, and avoid the most common mistakes to ensure a consistent and easily measurable impact.
Frequently Asked Questions
Can I apply this rate to bookings from other channels (not direct)?
Can I apply this rate to bookings from other channels (not direct)?
No. The Non-Refundable Rate is only valid for direct bookings from your website.
Can the guest cancel a non-refundable booking?
Can the guest cancel a non-refundable booking?
Yes. They can cancel, but they will lose 100% of the amount paid.
Can I edit or delete an already created rule?
Can I edit or delete an already created rule?
Yes. You can edit or delete it from the list at any time.
How does the guest know they chose the Non-Refundable Rate?
How does the guest know they chose the Non-Refundable Rate?
On the web, they will clearly see the Non-refundable option alongside the refundable one.