Cancellation: guest-initiated, outside flexible window.
Guest cancels after the flexible window. Acknowledge the platform's policy without being cold.
Last verified
Example input
Cancellation 4 days before arrival, strict policy
Example output
Sorry to hear plans changed. I do want to be straightforward: the platform's strict policy applies for cancellations within 7 days, which means I'm not able to refund the stay through the platform at this point. What I can offer instead is to credit the full amount toward a future booking at {{propertyName}} within the next 12 months — same rate, no penalty. Let me know if that works and I'll set it aside.
Mustache placeholders ({{guestFirstName}}, {{propertyName}}) mark the values you'll swap in for the actual stay.