We found that some cancellation policy methods feel unclear to guests who book last-minute, and after reviewing the logic behind them, I can confirm that the behavior is due to a current system limitation. But it still needs to be fixed.
One of the reservations was created on 11/5/2025 at 2:30:56 PM, and the system shows the following rules:
• Confirmation: IDR 0.00, 50% (Standard Rate)
• 60 days before check-in: IDR 0.00, 100% (Standard Rate)
However, the confirmation email displays something completely different:
• Cancellation after 11/5/2025 2:30:56 PM: fee of 50%
• Cancellation after 9/18/2025 2:00:00 PM: fee of 100%
Support explained that this happens because the system does not hide or suppress past-dated cancellation conditions, so all tiers appear exactly as defined—even if the dates have already passed. While the logic technically calculates the correct fees, the presentation is very unclear and confusing for guests.
This seems like a significant UX issue and a system limitation that really needs attention.