📌 This article answers the following questions:
- How do I activate Safebooking cancellation insurance on my elloha booking engine?
- How does Safebooking cancellation insurance work for my customers?
- Is cancellation insurance automatically offered at the time of booking?
- What situations are covered by Safebooking cancellation insurance?
Why is this essential for your business?
Integrating an insurance solution such as Safebooking transforms the booking experience on your website:
Boost your direct bookings: Travellers feel more confident and are more likely to confirm their stay.
Save time: No more tedious negotiations over direct refunds; the insurer takes care of it.
Demonstrate your professionalism: You offer a premium service, on a par with the biggest platforms, whilst retaining control over your own terms and conditions.
What your customers will see
How does Safebooking work for your customers?
Step 1: Displaying the insurance on your booking engine
As soon as your booking engine is set up in French, Safebooking insurance is offered to your travellers by default.
The customer selects their stay on your booking engine.
The insurance option appears automatically on the booking summary page.
Your customer chooses whether or not to take out this cover before proceeding to the final payment.
❗️ Important: The insurance does not appear if you are using ‘Deferred Confirmation’ mode. It is reserved for bookings confirmed immediately to ensure instant cover.
Step 2: Confirming the booking and insurance
Once your customer has made payment, the insurance process is automated:
The guest confirms payment for their stay and the insurance premium.
The insurance premium is transferred directly to Safebooking.
💡 Tip: If your customer wishes to take out insurance after confirming their stay, please ask them to contact Safebooking directly:
By email: [email protected]
Via the website: www.declare.fr
Please note: Late applications are assessed on a case-by-case basis by the insurer. elloha has no involvement in this decision and the outcome is not guaranteed.
Step 3: Sending the insurance policy to the customer
As soon as payment is confirmed, the system automatically sends the documents:
Your client receives their insurance policy directly by email.
The email includes the full set of detailed terms and conditions.
The process is fully automated. You do not need to take any manual action in your calendar or account.
How do I handle a cancellation with Safebooking?
Step 1: Prepare the cancellation in elloha
Process the cancellation directly via your elloha dashboard as soon as your customer requests it.
⚠️ Please note: Cancellation on your own initiative
Safebooking insurance only covers unforeseen circumstances experienced by your guests. If you cancel the booking (closure, building works, etc.):
Safebooking insurance cannot be activated.
Your contractual liability applies: you must refund the amounts received in accordance with the regulations.
The insurance premium paid to Safebooking is non-refundable.
In the event of a dispute or a complex situation, please ask your guests to contact Safebooking support directly for assistance.
Before finalising the transaction, carry out the following steps:
Obtain written confirmation from your customer.
Download the voucher (booking confirmation) in PDF format.
Save the key details of the booking.
Calculate and apply the cancellation fees set out in your General Terms and Conditions of Sale (GTC).
⚠️ Please note: Once the cancellation has been confirmed in elloha, certain details from the booking will no longer be accessible. Please ensure you have downloaded all the necessary documents before confirming the action.
Step 2: Cancel the booking
Cancelling a booking immediately frees up your availability in your calendar for new bookings.
Go to the Bookings menu.
Select the relevant booking.
Click on the cancellation option.
Enter the amount of the cancellation fee to be applied in accordance with your terms and conditions.
Confirm the action to update your calendar.
💡 Tip: You can retain all or part of the sums already received (for example, a 30% deposit) by manually adjusting the cancellation fee amount when confirming. For information on cancelling a booking, please see the relevant article.
Step 3: Send the cancellation fee invoice
Once the cancellation has been recorded, send the invoice to your customer:
Issue an invoice clearly stating the amount of the cancellation fees retained.
Send this document to your traveller so that they can compile their claim for a refund from Safebooking.
💡 Tip: Your role is solely to provide the necessary supporting documents. The insurer handles the processing of the claim and the payment of compensation directly.
❗️Important: Dealing with a guest’s no-show
If a guest does not turn up at your accommodation, follow these steps to resolve the issue:
Treat the no-show as a standard cancellation.
Apply the charges set out in your General Terms and Conditions of Sale (GTC).
Send the invoice for the charges to your guest.
⚠️ If your guest provides a valid reason (illness, accident, etc.), they must submit their own claim for a refund to Safebooking. Only the insurer decides on compensation; your role is simply to provide the invoice for the charges to your guest.
Step 4: Ask your customer to contact their insurer
Once the cancellation has been confirmed in your calendar, your customer must report their claim directly to Safebooking:
Online: www.declare.fr
By email: [email protected]
By post: Gritchen Affinity – Claims Department, 27 rue Charles Durand – CS 70139, 18021 Bourges Cedex
📌 Good to know: Once your customer has been directed to Safebooking, elloha has no visibility of the progress of their claim. If your customer contacts you to enquire about the status of their refund, please direct them straight to Safebooking via www.declare.fr, where they can track the status of their claim online. The website is the recommended way to submit supporting documents and monitor the progress of the claim.
Key points
The insurance covers your direct bookings made via your elloha booking engine.
It is available for booking engines configured in French.
It does not apply to bookings made via sites such as Booking or Airbnb (OTAs).
Your terms and conditions of sale remain paramount: the insurance covers the amount you are entitled to retain.