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New email templates - cancellation policy not showing

  • June 18, 2026
  • 1 reply
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I have customized our confirmation email. I have’t changed the cancellation section as far as I am aware, but on flexible bookings it’s showing No cancellation fee - which is incorrect.

Best answer by adrianne.flores

Hi ​@EmmaBowen 😀

Customizing the confirmation email itself typically doesn't change the cancellation policy displayed to the guest. That wording is pulled directly from the cancellation policy attached to the reservation.

I'd recommend first checking:

  • That the flexible rate has a cancellation fee configured.

  • That the fee applies to the correct fee extent.

  • Whether there are any policy exceptions or overrides in place.

If everything looks correct but the confirmation email is still showing "No cancellation fee", I'd recommend reaching out to Mews Support. They can review the specific reservation, rate configuration, and logs to determine why the incorrect wording is being displayed.

I hope this helps!

1 Reply

adrianne.flores
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  • adrianne.floresCommunity Ambassador
  • Community Ambassador
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  • June 25, 2026

Hi ​@EmmaBowen 😀

Customizing the confirmation email itself typically doesn't change the cancellation policy displayed to the guest. That wording is pulled directly from the cancellation policy attached to the reservation.

I'd recommend first checking:

  • That the flexible rate has a cancellation fee configured.

  • That the fee applies to the correct fee extent.

  • Whether there are any policy exceptions or overrides in place.

If everything looks correct but the confirmation email is still showing "No cancellation fee", I'd recommend reaching out to Mews Support. They can review the specific reservation, rate configuration, and logs to determine why the incorrect wording is being displayed.

I hope this helps!

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