THE CHALLENGE
A policy built for certainty was quietly costing them bookings.
When Summit Cove partnered with Roam in June 2025, their cancellation policies were rigid and inconsistent across four channels (Direct, Vrbo, Booking.com, Airbnb), each with different refund windows — leaving owners exposed in the 7–60 day window when ski-resort cancellations are most likely.
As traveler preference shifted toward flexibility, OTA algorithms increasingly favored lenient listings, quietly filtering Summit Cove's stricter tiers out of search on the very platforms driving their bookings.
Before Roam
Channel
Full refund
Partial refund
No-refund zone
Direct
60+ days (100%)
30–60 days (50%)
< 7 days
Vrbo (Firm)
30–60 days (100%)
14–29 days (50%)
< 14 days
Booking.com
60+ days (100%)
—
< 60 days
Airbnb (Firm)
30+ days (100%)
7–30 days (50%)
< 7 days
Four channels, four refund windows — and the algorithm reading the strict tiers as the ones to bury.
THE SOLUTION
How Booking Income Protection works.
Roam shifts cancellation risk across the booking timeline: Summit Cove holds exposure when rebooking is easy (61+ days out); Roam's coverage responds when rebooking is least likely (60→7 days out); the reservation locks non-cancellable within 7 days of arrival.
Booking
60 days
7 days
Arrival
Manager holds risk
61+ days out — rebooking is easy, manager keeps the upside.
Roam coverage responds
60 → 7 days out — the highest-risk window; coverage responds to lost income when a stay doesn’t rebook.
Locked
Non-cancellable within 7 days.
With owners protected, Summit Cove standardized to a single, guest-friendly policy.
14+ days
100% refund
7–13 days
50% refund
One policy
Every channel, company-wide
RESULTS & IMPACT
The lowest snowfall on record — and the numbers went up.
In the Jan 2025–Mar 2026 window, Airbnb and Booking.com rental revenue rose 41% YoY — remarkable given this was the lowest snowfall in the area's history. Total rental revenue across all OTA channels grew 15% (~$400,000 YoY), Booking.com alone grew 127% YoY, and Roam paid out $326,000+ in cancellation claims to owners during the record-low-snow window.
+41%
Airbnb + Booking.com revenue, YoY
Remarkable given the record-low snow season.
+15%
Total OTA rental revenue, YoY
Roughly $400,000 in growth across all OTA channels.
+127%
Booking.com revenue, YoY
$223,235 → $508,636 on Booking.com alone.
$326K+
Claims paid to owners
Paid out during the record-low-snow window.
~4%
Net margin added
~$2,000
Added fee revenue per home / 12 mo
Owners are renewing their management agreements on the condition that income protection continues into next year.
We were so fortunate to buy Roam when we did.
Peter Reeburgh — Owner, Summit Cove