How can I automatically answer guest questions about cancellation fees and refunds?

Start by gathering the documents that define your cancellation and refund rules - a PDF, a page from your website, or even plain text. In Chatref, create a new AI agent and add these documents under its content section. There is no complex training. The AI reads and learns from your own material so every answer is grounded in your exact policy, not generic information from the web. This is the foundation of reliable guest self-service.

With one snippet of code, place the Chatref widget on your booking page, contact page, or anywhere guests have questions. The widget matches your B&B’s branding - adjust colors, the greeting message, and the agent’s name so it feels like a natural extension of your property. Guests can start a conversation without leaving your site, making AI policy answers instantly accessible at the point of need.

Once live, the AI agent uses your uploaded policy to answer cancellation and refund questions automatically, in your brand’s voice. A guest asking "What happens if I cancel 48 hours before check-in?" gets a clear, personalized response drawn straight from your rules - no guesswork. This means 24/7 guest support, even at 2 a.m., and a significant reduction in front desk calls about routine fee inquiries. Every interaction is logged, so you can review conversations and fine-tune your policy descriptions if needed.

Chatref’s insights feature automatically tags and organizes the questions your guests ask. You can see at a glance which cancellation scenarios cause the most confusion, like weather exceptions or early check-out refunds. Periodic digest emails summarize trends so you know if you need to clarify a policy section or add new details. This data-driven approach helps you continuously improve the guest experience while keeping your self-service system current.

What are common questions about cancellations?
Guests frequently ask about cancellation deadlines, partial refunds after the free-cancellation window, no-show charges, and exceptions for emergencies. Chatref’s AI answers all of these from the policy you provided, so each reply is accurate for your property.

How do I add my cancellation policy to the system?
Log into your Chatref account, create a new agent, and go to the content section. Upload a PDF, paste your policy text directly, or provide a web page URL. The agent will immediately be able to answer questions based on that content.

Can the AI handle questions about refunds?
Yes. As long as your policy includes refund terms (full, partial, or none), the AI will respond accordingly, using your own wording. If your policy states a refund only under certain conditions, the agent will explain those conditions clearly, always staying faithful to the source material.

What happens if a guest asks about something not in my policy?
Chatref’s AI is designed to answer only from your documents. If a question falls outside your cancellation or refund policy, the agent will politely let the guest know it doesn’t have that information and can suggest contacting your front desk directly - avoiding made-up answers.

How do I see which cancellation questions guests ask most?
The insights dashboard in Chatref displays automatically tagged conversation topics, including cancellation and refund queries. You can also opt into email digests that highlight the most common questions and any emerging trends, so you can adjust your documentation as needed.

How do I update my cancellation policy in the system?
Simply upload the new version of your policy or edit the text inside Chatref. The AI agent switches to the updated content right away and starts providing answers based on the latest rules - no retraining or extra steps.