Dynamic Parameters for Cancellation Policy for Mews Integration

The Dynamic Cancellation Policy parameter allows hotels connected to Mews PMS to automatically include accurate, rate-specific cancellation policies in guest communications.
This feature ensures guests always receive the correct booking terms across all Duve channels — without manual work or risk of outdated information.

By inserting the {{cancellation_policy}} parameter, Duve will fetch and display the relevant cancellation details for each reservation directly from Mews.

Key Benefits

• Accuracy and compliance: Ensures every guest receives the correct cancellation terms based on their specific rate plan.

• Automation: Removes the need to manually update cancellation text in emails or messages.

• Consistency: Provides the same policy details across all guest touchpoints — emails, SMS, and the Guest App.

• Localization: Displays policies in the guest’s preferred language when supported by Mews.

Availability

This feature is available only for properties connected to Mews PMS.
For other PMS integrations, the parameter will not be visible in the message editor.

How It Works

1. The guest makes a booking through a Mews-connected property.

2. Mews sends the reservation details to Duve, including the rate plan and related cancellation policy.

3. Duve dynamically injects this information into your configured message templates using the {{cancellation_policy}} parameter.

4. If Mews provides the cancellation details, guests will see a message such as:
   “Cancellation is allowed until [date] at a fee of [currency][amount].”

5. If Mews does not return a policy, Duve automatically shows the fallback message:
   “Please contact us directly to retrieve the cancellation policy.”

Where You Can Use It

The {{cancellation_policy}} parameter can be added to:

• Email templates (confirmation, pre-arrival, triggered, or scheduled)

• SMS templates

• Guest App content blocks

• Communication Hub manual messages

Adding the Dynamic Parameter

You can include the dynamic cancellation policy in two ways:

1. Select {{cancellation_policy}} from the dynamic parameter picker in the message editor.

2. Or manually type {{cancellation_policy}} directly into your template.

Duve will replace the placeholder with the correct cancellation text per guest reservation.

Language Behavior

• If Mews provides localized cancellation details, Duve will automatically display them in the guest’s preferred language.

• If no translation is available, the text will appear in English.

Fallback Behavior

If Mews does not return a cancellation policy for a specific rate or reservation:

• Duve will display the following fallback message automatically:
  “Please contact us directly to retrieve the cancellation policy.”

• This ensures every communication remains complete and professional.

Visibility for Non-Mews Users

The {{cancellation_policy}} parameter will be hidden for all non-Mews accounts to prevent confusion and ensure clarity in template creation.

FAQs

Q: Can I edit the formatting or style of the cancellation text?
A: The cancellation details are pulled directly from Mews and cannot be edited within Duve. You can, however, format surrounding text in your message template.

Q: Does this parameter work for all Mews rate plans?
A: Yes. Duve retrieves the cancellation terms linked to the specific rate plan in Mews for each reservation.

Q: What happens if a guest changes their booking?
A: The updated cancellation policy from Mews will automatically be reflected in any future messages that include the {{cancellation_policy}} parameter.

Q: Will this feature affect my existing templates?
A: No. You must manually add the {{cancellation_policy}} parameter to templates where you want this information displayed.