Rental Booking Self-Service Cancellation Links Live

TL;DR

Rental customers can now self-cancel bookings. Operators retain control over cancellation terms and refund processes.

Who this affects

This update affects users of HighLevel's Rentals feature. HighLevel has not confirmed who specifically is affected beyond those using the Rentals feature, nor has it confirmed any plan-level or sub-account specific limitations.

What changed

HighLevel now allows rental customers to cancel bookings through a self-service cancellation link. Operators can set cancellation windows. Operators can control refund decisions. Operators can control security deposit decisions. Operators can choose how cancellations are handled. HighLevel has not confirmed any limits or plan gating for this feature. HighLevel has not confirmed the rollout status for this feature.

Where to find it

This setting is located within the HighLevel platform at: Rentals -> Global Settings -> Booking.

How agencies will use this

An agency managing properties for clients can now streamline their booking management process significantly. Previously, all cancellations likely required direct contact and manual processing. With this update, an agency could set up global cancellation rules for a specific sub-account's rental properties. For example, they might allow self-service cancellations up to 48 hours before check-in without penalty. Inside the Rentals Global Settings -> Booking area, the agency can define a cancellation window, say two days prior, and choose whether to issue a full refund, partial refund, or no refund based on timing. They can also decide how security deposits are handled in different cancellation scenarios. This reduces the administrative burden on both the agency and their clients, improving customer experience by offering immediate resolution for cancellations while maintaining operator control over financial outcomes.

Our take

This is a standard functional update for users of the Rentals feature. HighLevel has not confirmed any broader significance for this release. While not a groundbreaking change for the entire platform, it offers practical utility for those actively using the rental booking system, streamlining a common administrative task. For agencies not using the Rentals feature, this update is irrelevant.