Guests should cancel their bookings through their account. In many cases, you won't need to approve a guest’s cancellation and they’ll automatically receive a refund based on your cancellation policy.
In some cases, a guest may request a cancellation from their account, and it will require your approval. 

Approve a traveler's cancellation request:

  1. Log in to your account.
  2. Select the property if you have multiple properties.
  3. Select Inbox.
  4. Use the All Messages menu to filter your conversations.
  5. Select the guest name.
  6. Make sure the guest has requested a cancellation from the My Trips section of their account. If you initiate the cancellation, it will affect your property's ranking metrics.
  7. Select Confirm cancellation from within the chat area to cancel the booking.

If a guest no longer has the original form of payment, you should still attempt to refund them through your dashboard. The guest’s financial institution may still be able to credit them or provide a check through their own reconciliation process.

If you’re a property manager using integrated software, guests need to contact you directly so you can cancel any bookings with your software.