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We rethink cancellation policies through hospitality, not fear. We show how a loud, punitive stance can push loyal guests away and why better systems—not bigger warnings—solve most no‑show issues.

• roots of “cancellation” and “policy” and why language matters
• the viral all‑caps policy post and what it signals
• contrast with luxury hospitality and leading with warmth
• how fear‑first messaging creates guilt and churn
• guardrails vs hammers as a policy mindset
• target 5–10% cancellations and read the data
• systems fixes: rebooking, reminders, future picture, confirmations
• coaching teams away from social media copy‑paste policies
• culture over consequences and rewriting the policy voice
• practical exercise to test tone and guest feeling

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