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Walk ’n Talk Podcast: EP11 - Why Cancellation Policies Aren’t One-Size-Fits-All

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Episode eleven of Walk ’n Talk: The Business Behind Vacation Rentals podcast is live!

Hosted by Paul Waldschmidt and Chris Hynes, CEO and CTO of OwnerRez, the Walk ’n Talk podcast is inspired by their weekly walks, where they’ve spent years talking through ideas, challenges, and product decisions. Now, those conversations are recorded for you to listen in and walk away with something you can apply to your own business.

🎙️ Episode 11 Now Live

EP11 - Why Cancellation Policies Aren’t One-Size-Fits-All

In Episode Eleven, Paul and Chris dive into the frequently debated topic of cancellation policies and share what the data is actually showing. They walk through why there isn’t a one-size-fits-all approach, and how property type, price point, and booking volume all play a role in choosing the right policy for a vacation rental. They also discuss how cancellation policies tie into the guest experience and the overall feel of a stay, beyond just the numbers.

You’ll hear about:

  • What the data is actually saying about cancellation policies
  • Why flexibility works in some cases, but not all
  • How property type, price, and booking patterns influence the right policy
  • How cancellation policies impact guest experience and goodwill
It’s an honest conversation about cancellation policies, what the data actually shows, and how Paul and Chris approach finding the right balance between performance and guest experience.

Listen Now

Watch Now

Walk ’n Talk: The Business Behind Vacation Rentals is available on:

New episodes are already in the works, and we can’t wait for you to join us on the walk.

1 Comment (add yours)

Mar Bella
Apr 21, 2026 7:08 AM
Member for 4 years 8 posts

Interesting discussion. One thing I've come to learn over the years I've been doing this is I really don't like taking people's money without providing something of value. It makes me feel a little sleazy, and makes the guest hate my business forever. You might get some money in the transaction, but you can guarantee they will NEVER book your place again, and they'll bad-mouth it to all their friends.

We have a cancellation policy of providing a full refund up to 5 days prior to arrival, no refund after that point. However, I take each cancellation on a case-by-case basis. If the guest has a plausible reason for cancelling that's not just for convenience I will generally provide a credit that can be used for a future stay. 10 out of 10 times, that guest will book with us in the future, and many times this policy will result in multiple bookings from that person.

Treat others how you would like to be treated yourself is always good business practice.

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