Configure cancellation policy for an experience

The cancellation policy is an essential element of your experience. It allows you to inform your customers about cancellation and refund conditions before they book.

On ¡HolaOlas!, you have full control over this policy: you write it, you translate it, and it is displayed faithfully to your customers.

To configure the cancellation policy:

• Go to your dashboard
• Create or edit an experience
• Open the "Additional details" section
• Find the "Cancellation policy" field
• Enter your text in the free text field

This field is available for all experience types: hotels, excursions, activities.

A good cancellation policy should be:

• Clear : Easy to understand for your customers
• Precise : Indicates exact deadlines and conditions
• Fair : Balance between protecting your business and customer satisfaction

Elements to include :

• Cancellation deadlines (e.g., "Free cancellation up to 48h before")
• Refund conditions (e.g., "Full refund", "Deposit non-refundable")
• Special cases (weather, force majeure, etc.)
• Cancellation procedure (how to contact)

The "Cancellation policy" field is translatable in the 3 supported languages:

• French
• English
• Spanish

How to translate :

• Enter your policy in your main language
• Use the language selector to add translations
• Each language can have different text adapted to local culture

Your customers will automatically see the policy in their language.

For boat excursions :

• "Free cancellation up to 24h before departure. For cancellations less than 24h before or no-show, no refund. In case of cancellation due to weather on our side, full refund."

For hotels/accommodations :

• "Free cancellation up to 7 days before arrival. Between 7 and 3 days before: 50% refund. Less than 3 days before: deposit non-refundable."

For activities/workshops :

• "Free cancellation up to 48h before the activity. After this deadline, deposit is non-refundable. In case of emergency, contact us to find a solution."

For courses/coaching :

• "Free cancellation up to 72h before the course. Last-minute cancellations are non-refundable. Possibility to reschedule the course once."

Once configured, your cancellation policy appears:

• On the booking page : In the "Additional details" section with a shield icon
• Before payment : Customer can read it before confirming their booking
• In their language : If you have translated the policy, it automatically displays in the customer's language

This ensures transparency and reduces misunderstandings.

• Be realistic : Adapt your policy to your activity and cancellation capacity
• Communicate clearly : Use simple and direct language
• Consider special cases : Weather, force majeure, medical cases
• Test your translations : Make sure the meaning is preserved in each language
• Review regularly : Adapt your policy based on your experience

A clear and fair policy strengthens customer trust.