Duve is introducing a new feature that allows hosts to set a cancellation policy for Early Check-in upsells. This enhancement aims to prevent potential revenue loss due to guest cancellations, offering hosts greater flexibility and increasing revenue from upsells. The update will help to clarify the transparency of the early check-in upsells for both hosts and guests in order to align the upsell terms.
Tips and Tricks
- Set Clear Policies: Ensure that the cancellation policy settings are clear and communicated effectively to guests to prevent confusion.
- Utilize Default Settings: Use the default cancellation settings initially and adjust based on guest behavior and feedback.
Overview
Currently, guests can cancel their Early Check-in orders at any time, which can lead to significant revenue loss for hosts and unclarity for hosts and guests. While the Late Check-out, allows hosts to set a cancellation policy, this capability was not available for Early Check-In until now. The new ECI cancellation policy feature provides hosts with the ability to configure a cancellation policy, aligning the early check-in upsell and custom product upsells in Duve with the same capabilities.
How to Set It Up?
Access Cancellation Policy Settings:
-
- Navigate to Frontdesk ➝ Upsells ➝ Early Check-In ➝ Add a rule- Cancellation Policy.
Default State:
- Up to 48 hours before, refund 100%.
- Up to 24 hours before, refund 50%.
- Hosts can adjust these settings as needed.
Backward compatibility for existing upsells is ensured, meaning all existing Duve accounts can create a cancellation policy if they choose to. By default, existing accounts will remain without a cancellation policy, and guests will not see any cancellation terms unless the host sets one up.
If a guest has already purchased ECI via an upsell link, the Online Check-in process will show the select check-in options - early check-in as selected with the relevant policy text.
Additionally, when a guest starts the Online Check-in process, the cancellation policy text will appear on the check-in options page only if they select Early Check-in. If guests need to edit their ETA or order, they can click edit in the email or guest app.
This action will direct them to the specific order page in the guest app, called the "arrival info" page, where ECI is already selected. If a guest attempts to cancel the policy by clicking "Next," a pop-up appears asking, "Are you sure you want to cancel?" Only after confirming by clicking "Yes, cancel," will the ECI order be canceled, and the guest will be refunded according to the cancellation policy.
Guest Experience
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