Property Policies
Configure check-in/out times, cancellation rules, house rules, and other property policies
Clear, well-defined policies set expectations for your guests and protect your business. This guide covers all the policy settings you can configure in Synoveo.
Accessing Policy Settings
Open Property Setup
Navigate to Property Setup in the sidebar.
Click Policies
Select Policies from the property setup menu.
Configure each section
The policies page is organized into sections. Update each one to match your property's rules.
Check-in and Check-out Times
Setting clear arrival and departure times helps you manage room turnovers and housekeeping schedules.
| Setting | Description | Example |
|---|---|---|
| Check-in from | Earliest time guests can arrive | 3:00 PM |
| Check-in until | Latest time guests can arrive | 10:00 PM |
| Check-out by | Time guests must leave | 11:00 AM |
If you offer flexible check-in (like self-check-in with a lockbox), you can set the check-in window to 24 hours. Add a note in your house rules explaining how it works.
Early Check-in and Late Check-out
You can also configure options for flexible timing:
- Early check-in available - Enable this if guests can request an earlier arrival (with or without a fee)
- Late check-out available - Enable this if guests can request a later departure
- Additional fee - Set an optional charge for early/late requests
Cancellation Policies
Cancellation policies define what happens when a guest cancels their reservation. Choose the policy that best fits your property:
Policy Options
| Policy | Description | Refund |
|---|---|---|
| Free cancellation | Guests can cancel up to a set number of days before arrival at no charge | Full refund before deadline |
| Moderate | Free cancellation up to 5 days before check-in | 50% refund after deadline |
| Strict | Free cancellation up to 14 days before check-in | No refund after deadline |
| Non-refundable | No cancellation allowed | No refund |
| Custom | Define your own terms | Your rules |
Your cancellation policy is displayed to guests before they confirm a booking. It is also sent to connected booking sites so the terms are consistent everywhere.
Setting Up a Custom Cancellation Policy
If none of the preset options fit your needs:
Select "Custom" policy
Choose Custom from the cancellation policy dropdown.
Set the free cancellation window
Enter the number of days before check-in that guests can cancel for free.
Set the penalty
Choose what happens after the free cancellation window:
- First night charge - Guest pays for one night
- Percentage charge - Guest pays a percentage of the total (e.g., 50%)
- Full charge - Guest pays the entire booking amount
Add a description
Write a brief explanation of your policy in plain language. This is shown to guests on your booking page.
House Rules
House rules help guests understand what is and is not allowed at your property. Clear rules prevent misunderstandings and protect your property.
Common House Rules
| Rule | Setting Options |
|---|---|
| Smoking | Not allowed / Allowed in designated areas / Allowed |
| Parties & events | Not allowed / Allowed with prior approval / Allowed |
| Quiet hours | Set start and end times (e.g., 10:00 PM to 8:00 AM) |
| Maximum guests | Set per room or per booking |
| Visitors | Not allowed / Allowed during certain hours / Allowed |
Adding Custom Rules
You can add additional rules specific to your property:
- Scroll to the Additional Rules section
- Click Add Rule
- Type your rule in clear, friendly language
- Click Save
Write rules from a welcoming perspective. Instead of "Shoes are FORBIDDEN indoors," try "We kindly ask guests to remove shoes when entering the property to help us keep rooms clean."
Payment Policies
Payment policies control when and how guests pay for their stay.
Payment Timing
| Option | Description |
|---|---|
| Pay at booking | Guest pays the full amount when they reserve |
| Pay a deposit | Guest pays a percentage upfront, the rest at check-in |
| Pay at check-in | No upfront payment, guest pays on arrival |
Deposit Settings
If you choose the deposit option:
- Deposit amount - Set as a percentage of the total (e.g., 30%)
- Remaining balance due - Choose when the rest is due (at check-in, or a set number of days before arrival)
Accepted Payment Methods
Select which payment methods your property accepts:
- Credit / Debit cards
- Cash on arrival
- Bank transfer
Online bookings through your website or booking sites always use card payment. The "Cash on arrival" and "Bank transfer" options apply to direct bookings and walk-ins only.
Security Deposit
You can require a security deposit to cover potential damages:
- Deposit amount - Set a fixed amount (e.g., $100, EUR 200)
- Collection method - Pre-authorization on card or cash at check-in
- Return timing - How many days after check-out the deposit is returned
Pet Policies
Configure whether and how your property accommodates pets.
| Setting | Options |
|---|---|
| Pets allowed | Yes / No / On request |
| Pet fee | Free / Per night / Per stay (set the amount) |
| Pet size limit | Small only / Medium / Large / No limit |
| Maximum pets | Number of pets allowed per booking |
| Pet areas | Where pets are allowed (room only, common areas, grounds) |
| Pet rules | Additional requirements (leash, crate, supervision) |
Pet-friendly properties often rank higher for guests searching with pets. If you can accommodate pets in some rooms, consider offering it as an option even if not all rooms allow pets.
Child Policies
Define how your property handles children and families.
Age Categories
| Category | Age Range | Pricing |
|---|---|---|
| Infant | 0-2 years | Typically free |
| Child | 3-12 years | Reduced rate or free |
| Teen | 13-17 years | Reduced rate or adult rate |
| Adult | 18+ years | Full rate |
Child Settings
| Setting | Description |
|---|---|
| Children welcome | Yes / No / Certain ages only |
| Cribs available | Free or with a nightly charge |
| Extra beds | Available for children at a set price |
| Child pricing | Free, percentage of adult rate, or fixed amount |
| Maximum children | Per room or per booking |
Displaying Policies to Guests
Your policies appear in several places:
- Your website - A dedicated policies section on your property page
- Booking page - Key policies shown during the reservation process
- Confirmation email - Important policies included in booking confirmations
- Booking sites - Policies sent to Booking.com, Airbnb, and other connected channels
Review your policies from a guest's perspective. Are they easy to understand? Do they answer the most common questions guests ask? Clear policies reduce inquiries and prevent disputes.
Best Practices
Keep Policies Consistent
Make sure the policies in Synoveo match what you communicate in person, on your website, and on booking sites. Inconsistencies lead to guest complaints and potential disputes.
Review Seasonally
Some policies may change with the season. For example, you might offer more flexible cancellation during low season to attract bookings, and stricter terms during peak periods.
Be Fair but Firm
Policies should protect your business without being overly rigid. A reasonable cancellation window (7-14 days) balances guest flexibility with your need to fill rooms.
Communicate Early
The best time to set expectations is before the guest books. Make sure your most important policies are visible during the booking process, not hidden in fine print.
Frequently Asked Questions
Can I have different cancellation policies for different room types?
Currently, cancellation policies apply at the property level. All rooms share the same policy. Rate plans can offer different flexibility (e.g., a non-refundable rate at a discount).
Do booking sites use my Synoveo policies?
Yes. Your policies are sent to connected booking sites. However, some platforms have their own policy categories that may not match yours exactly. Synoveo maps your settings to the closest available option on each platform.
Can I change policies for existing bookings?
Policy changes apply to new bookings only. Existing reservations keep the policy that was in effect when the guest booked.
What if a guest disputes the cancellation policy?
Your confirmation email includes the policy the guest agreed to at booking. This serves as documentation if there is a disagreement.