When managing your accommodations across multiple systems, it's crucial that the information is consistent in all of them. One of the most common alerts is the CANCELLATION_POLICY_DISCREPANCY, which appears when the cancellation policy set in Avantio's Channel PRO does not match the one you have in the Booking.com Extranet.
This discrepancy can prevent the connection from working properly, so resolving it as soon as possible will help you avoid confusion with your guests and maintain smooth management.
Why does this alert appear?
The alert indicates that there are differences between the cancellation policies you have set in:
Channel PRO (Avantio): in the "Portal Activation" → "Settings" → "Cancellation Policies" section.
Extranet of Booking.com: in the "Property" → "Policies" section.
Also, remember that in Channel PRO you can define the cancellation policy at a general (company) level or an individual (accommodation) level. If you have set a custom policy for a specific accommodation, this might be the cause of the alert.
This error should only appear with the partial connection, as we do not sync cancellation policies with this type of connection.
If you use the full connection, the cancellation policies should update in booking. If not, please contact us.
Step-by-step to resolve the alert
Access Channel PRO and go to "Portal Activation" → "Settings" → "Cancellation Policies".
Check the cancellation policy in Avantio and note the conditions.
Access the Extranet of Booking.com and review the "Property" → "Policies" section.
Ensure both settings match exactly (text, deadlines, conditions).
If the problem persists, check if the accommodation has a custom policy different from the general configuration.
Save the changes in both systems and wait for the synchronization to complete.
Helpful tips
Always keep the policies aligned between Avantio and Booking.com before activating synchronization.
Internally document which policies you use on each channel to reduce the risk of inconsistencies.
Best practices
Review cancellation policies periodically, especially when you make changes to your booking strategy.
Use the same terminology in Avantio and Booking.com: for example, "Free cancellation up to 7 days before arrival" instead of drafting different versions.
Common errors
Setting a policy in the Booking.com Extranet and forgetting to update it in Channel PRO.
Applying a custom policy to an accommodation without ensuring it is identical to the company's general policy.
Quick checklist
☑ Review the cancellation policy in Channel PRO (company and accommodation).
☑ Review the cancellation policy in the Booking.com Extranet.
☑ Confirm that both match 100%.
☑ Save changes and wait for synchronization.
Frequently asked questions
What happens if I don't resolve the alert?
The connection may be blocked, and guests will see inconsistent information, which can lead to complaints.
How long does it take for the alert to disappear after making the change?
Synchronization usually completes in a few minutes, although in some cases it may take up to 24 hours.
Can I have different policies for different accommodations?
Yes, but make sure each one matches the one set in Booking.com for that particular accommodation.
What if I want to change the policy on Booking.com?
First, make the change in the Extranet and then update Channel PRO with the same configuration.