Rental Customers Can Self-Cancel Bookings

TL;DR

HighLevel now allows rental customers to cancel bookings themselves using a self-service link. Agencies should review their rental settings to configure this new option.

Who this affects

This update affects agencies using HighLevel's Rentals feature. Any agency managing rental bookings for clients or for their own services should take note. HighLevel has not confirmed if this feature is gated by plan level.

What changed

Rental customers can now cancel their own bookings directly through a self-service cancellation link. Agencies maintain control over the setup of this feature. This includes setting an optional cancellation window. Agencies can also choose whether refunds for cancellations happen automatically or are first processed as a request. Decisions regarding refunds and security deposits remain with the agency.

Where to find it

Agencies will find these new settings within the HighLevel platform under Rentals > Global Settings > Booking.

How agencies will use this

An agency managing short-term rental properties for a client can now streamline their cancellation process. Instead of customers calling or emailing to cancel, they receive a link. The agency sets a rule in Rentals > Global Settings > Booking that allows cancellations up to 24 hours before check-in. They configure it so refunds for cancellations made within this window are processed automatically. If a customer tries to cancel outside the window, or if the agency wants manual review, they can set it to send a refund request instead. This reduces administrative overhead for the agency and provides customers with immediate self-service.

Our take

This is a standard feature update. It addresses a common operational need for agencies using the Rentals feature, improving efficiency for both agencies and their clients. It's not a major platform shift, but a useful addition for those who need it.