Postponement vs cancellation It's only a postponement if there are new dates right now. If they don't have dates, it is a cancellation.
Travel insurance This is their primary safety net. Redirect the "loss" conversation toward their insurer.
Set expectations immediately. Do not use "soft" language that suggests a negotiation is possible.
The contract They are bound by the Jacada contract, not the hotel's individual policies.
Click each one to hear some examples
VS
"I can certainly help you with that process. Based on your departure date and our Terms & Conditions, the cancellation charge would be 40%."
"Let me see what I can do for you."
Has new dates
No new dates
VS
"We can certainly move your itinerary to those new dates. While we won't charge a change fee, please keep in mind that any price differences or fees applied by the properties, guides or experiences will apply."
"To move this booking without triggering cancellation fees, we do require the new dates immediately. Without specific dates, this would be processed as a cancellation under the terms agreed upon, and you would then rebook when you are ready.
Partner flexibility
Written requirement
"Each individual property and guide may have different terms and conditions, however your trip as a complete entity is provided by Jacada and your contractual relationship is with us. In many cases we have contractual terms which may differ to those which you may see elsewhere. Due to the number of component elements on our trips, we ensure that our terms are simple and are provided in advance of booking and it is these which apply to your booking."
"To protect both parties and lock in the cancellation terms for today's date, I do need you to send me a formal confirmation of the cancellation in writing via email."
Have insurance
Don't have insurance
"As you have travel insurance, the first thing that we would advise is to speak with them directly to understand what they would need to process a claim. Once you have spoken to them, do let me know what they have advised as our job here is to make this process as easy as possible for you and to support with any documentation that you require. If the insurer needs to speak to us directly for any reason then you can provide them with my email address."
VS
"I appreciate that a cancelation charge of 40% might be more than you were hoping for, however to ensure the best properties and guides on our trips we do have to make substantial financial commitments on your behalf prior to travel. This is one of the reasons that travel insurance is mandatory on Jacada trips and we do need to follow terms and conditions when processing a cancellation"
Set expectations immediately. Do not use "soft" language that suggests a negotiation is possible.
Elise Brewster
Created on February 3, 2026
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Transcript
Postponement vs cancellation It's only a postponement if there are new dates right now. If they don't have dates, it is a cancellation.
Travel insurance This is their primary safety net. Redirect the "loss" conversation toward their insurer.
Set expectations immediately. Do not use "soft" language that suggests a negotiation is possible.
The contract They are bound by the Jacada contract, not the hotel's individual policies.
Click each one to hear some examples
VS
"I can certainly help you with that process. Based on your departure date and our Terms & Conditions, the cancellation charge would be 40%."
"Let me see what I can do for you."
Has new dates
No new dates
VS
"We can certainly move your itinerary to those new dates. While we won't charge a change fee, please keep in mind that any price differences or fees applied by the properties, guides or experiences will apply."
"To move this booking without triggering cancellation fees, we do require the new dates immediately. Without specific dates, this would be processed as a cancellation under the terms agreed upon, and you would then rebook when you are ready.
Partner flexibility
Written requirement
"Each individual property and guide may have different terms and conditions, however your trip as a complete entity is provided by Jacada and your contractual relationship is with us. In many cases we have contractual terms which may differ to those which you may see elsewhere. Due to the number of component elements on our trips, we ensure that our terms are simple and are provided in advance of booking and it is these which apply to your booking."
"To protect both parties and lock in the cancellation terms for today's date, I do need you to send me a formal confirmation of the cancellation in writing via email."
Have insurance
Don't have insurance
"As you have travel insurance, the first thing that we would advise is to speak with them directly to understand what they would need to process a claim. Once you have spoken to them, do let me know what they have advised as our job here is to make this process as easy as possible for you and to support with any documentation that you require. If the insurer needs to speak to us directly for any reason then you can provide them with my email address."
VS
"I appreciate that a cancelation charge of 40% might be more than you were hoping for, however to ensure the best properties and guides on our trips we do have to make substantial financial commitments on your behalf prior to travel. This is one of the reasons that travel insurance is mandatory on Jacada trips and we do need to follow terms and conditions when processing a cancellation"