Cancellation and Commission Charge

This guide outlines how cancellations occur through the Channels Plus program and the associated rules for commission charging on cancelled reservations.

Overview Reservations can be cancelled during two main periods, each with distinct workflows and commission implications:

• Free Cancellation Period – No commission is charged.

• Non-Cancellable Period – Commission may apply based on property actions.

Cancellation Scenarios

Scenario	Action Taken	Commission Charged?	Notification Sent?
1. API Cancellation (Free Cancellation Period)	Cancellation processed via Channels Plus Cancellation API	No	No
2. Property Cancellation (Free Cancellation Period)	Property cancels via SiteMinder reconciliation	No	Email sent to partner notifying of cancellation activity
3. Overbooking (Free Cancellation Period)	Property cancels via SiteMinder reconciliation if they cannot accommodate the guest in an alternate arrangement	No	Email sent to partner notifying of cancellation activity
4. No - Show Reservations (Non-Cancellable Period)	Property cancels via SiteMinder reconciliation when funds were not collected	No	Email sent to partner notifying of cancellation as no funds collected
5. Guest requests for cancellation with partner (Non-Cancellable Period	Partner informs guest cancellation is not allowed due to cancellation policy	No cancellation occurs	No
6. Property Cancellation (Non-Cancellable Period)	Property decides whether to cancel and whether to charge a penalty. Cancels via SiteMinder reconciliation	Possibly, based on penalty decision	Email sent to partner notifying of reservation commission adjustment

Notes:

• All cancellations during the free cancellation window will not incur commission charges.

• Cancellations outside of the free period (i.e., in the non-cancellable period) are at the discretion of the property, and commission may apply depending on whether the property chooses to apply penalties.

• Email notifications from SiteMinder keep the Channels Plus partner informed of any cancellations completed via the SiteMinder reconciliation. It is expected that the partner manages and tracks cancellation activities on their side.

• If a refund is required, it should not be processed via Virtual Credit Card (VCC). Refunds must be handled through alternative methods—such as manual cash settlement or bank transfer—and not as a card transaction.