PM CHECKLIST: Free Cancellation Messaging (Audit Tool)

Purpose:

Ensure flexible cancellation is visible where it converts.

Use this checklist quarterly, after any PMS/OTA changes, or before peak season.

1. OTA SEARCH & FILTER LEVEL (Most Important)

✅ Where

• Ensure listings qualify for “Free Cancellation” filters on:
  • Airbnb
  • Vrbo
  • Other OTA’s (where applicable)

✅ How

• Correct cancellation policy selected at the listing level (in your PMS or channel manager)
• Dates and cutoffs configured accurately

❌ What NOT to Do

• Do not add custom language in OTA descriptions explaining why cancellation is safe
• Do not mention protection, insurance, or guarantees

Why this matters:

Most guests never read listings — they filter first. If you don’t pass the filter, you don’t exist.

2. LISTING CARD / SEARCH RESULTS PREVIEW

✅ Where

• OTA-generated badges (e.g. “Free Cancellation”)