Currently venues can use a default policy or alternatively upload their own terms in a pdf document. For the booker this means that there could be hundreds of variations of cancellation terms, making it very difficult to navigate and compare within a given location.
From the 01st June 2025, venues will only be able to select from one of the three policies set out below. The default setting will be the moderate setting.
- Flexible Policy:
- Guests can cancel until 24 hours before the event without any charges.
- Within 24 hours full charges apply.
- Moderate Policy (Default):
- Guests can cancel until 15 days before the event without any charges.
- Cancellation between 14 – 8 days before the event, a 50% cancellation charge of the booking total will apply.
- Cancellation within 7 days, 100% cancellation charges
- Firm Policy:
- If the booking is cancelled, 100% cancellation charges apply.
Venues can change between the three policies at any time within the Instant Book settings in “MyEventsChannel”. There will not be the option to upload specific venue cancellation policies.
Bookers/Venues also have the option to select “client specific terms” which will be agreed outside of the booking platform in advance (e.g. government terms) and selected with a tick box before confirming a booking. The cancellation policy will also be clearly displayed when a booker is searching for availability and prices at the beginning of the booking process.
Why are we making this change?
This change has come from a considerable volume of feedback.
Our Instant Book round table is made up from a group of Industry professionals, consisting of Planners, Hotels & Venues, Chains and Bookers.
Feedback received discussed the significant challenges bookers experience when dealing with the wide range of cancellation policies that causes challenges to the booking process and offers confusion to the end customer when placing Direct Instant Bookings.
The feedback from booking agencies, who are wanting to use the Instant Book functionality for their clients have reported they have found it difficult when searching for venues, trying to compare like with like, when each hotel viewed can have a different policy.
In order to streamline the booking process the cancellation policies are designed to make the booking process more transparent and more efficient for the booker.
Thus encouraging them to continue booking using the Instant Book tool.
This change falls in line with other Instant Book platforms and Bedroom booking platforms and brings some standardisation to the process, and improves the search & comparison process for the booker.
What if my venue has existing Terms and Conditions?
When an Instant Booking is made, the venue then needs to contact the booker/agent to confirm payment (bill-back or credit card) at this point you can reconfirm the booking details at this stage.
You can submit any additional terms of use at this time, outside the system, which will allow you to modify any specifics terms relevant to that particular booking. (e.g. The Venues branding not to be used by the customer, or restrictions on the use of the meeting room)
All venue terms of use will now be handled outside of our platform.
Please also note that venues cannot change the cancellation policy that has been listed on the booking.
Remember, venues can move between the 3 policies at anytime, they just need to adjust their settings in My Events Channel.
For any additional feedback that a venue wishes to provide, Will Helsby will be on hand to discuss the details with any Instant Book customer direct.
For escalations, please ensure you provide Will Helsby with the customer name, Venue name, and email address/ contact details and he will get in touch to discuss directly.
All escalations can be sent here: will.helsby@venuedirectory.com
All enhancements made to the product are designed to be of the benefit of both the end user and the venue and any feedback positive or negative is welcomed as it helps us build a product that our customers love.