Cancellations and refunds

Heroes applies your cancellation policy automatically, but you stay in control for edge cases.

Cancel a reservation

Open the reservation → ⋯ menu → Cancel. Pick a reason:

• Guest cancellation
• No-show
• Force majeure
• Data entry error

The room becomes available again immediately and is pushed back to OTAs.

Penalty computation

Based on your policy set under Settings → Policies:

• Free cancellation up to X days before arrival
• First night non-refundable beyond that
• 100 % charged for a no-show

Heroes displays the refund or retained amount. You can tweak it before confirming.

Issue the refund

If the payment was taken by Heroes via Stripe, click Refund via Stripe: refund is instant. Otherwise (OTA payment, wire…), a credit note is generated for accounting.

Modify instead of cancel

If the guest just wants to shift dates, use Edit dates on the reservation: no penalty, no refund, a clean change.