Depending on the type of property you book, you can either cancel or request to cancel your reservation from your account. You can only cancel a confirmed reservation. If the property owner or manager has not accepted your reservation, follow the process to withdraw your booking request instead. 

Cancellations and refunds are issued in accordance with the terms and conditions of the property’s cancellation policy.
  • If you cancel a reservation with a cancellation policy that allows for a full refund, the full rental amount should be refunded, including our service fee. 
  • If you cancel a reservation that is eligible for a partial refund, you will need to submit a cancellation request following the steps below under Requesting a cancellation from your account. Once the property owner or manager cancels your reservation, the partial rental amount paid to them is refunded. For example, if the refund policy is 50%, 50% of the amount paid to date will be refunded. However, any fees, such as our service fee, will not be refunded.
Refunds typically post to your bank account within 5-7 business days. However, some banks may take longer to post refunds. If you have not received your refund within 14 business days, please contact Customer Support.

If you are canceling a trip for which you have purchased Property Damage Protection or Trip Cancellation Protection, please contact CSA Travel Protection directly regarding a refund of this plan. Contact information for CSA is in the email you received from them after purchasing additional protection options.

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Canceling from your account
  1. Log into your traveler account online or via the mobile app using the email address you used to book your reservation.
  2. Click My Trips.
  3. Select the reservation that needs to get canceled.
  4. In the Manage your booking section, view the Cancellation policy.
  5. Click Cancel your booking. 
  6. Review the amount of any refund due and click Continue with cancellation
  7. Select the reason you are canceling.
  8. Enter an optional message to the property owner or manager.
  9. Click Cancel Booking.
You will see a confirmation message after canceling. 

Note: If the Cancel your booking option is not available, you may see the option to Request Cancellation. The process to request cancellation is below. If you need to modify the dates of your reservation, you should reach out directly to the property owner or manager via the Inbox tab in your traveler account.

Requesting cancellation from your account
 
  1. Log into your traveler account online or via the mobile app using the email address you used to book your reservation. 
  2. Click My Trips.
  3. Select the reservation that needs to be canceled.
  4. In the Manage your booking section, view the Cancellation policy.
  5. Click Request Cancellation and select the most applicable cancellation reason.
Note: If this option is not available, or you need to modify the dates of your trip, reach out directly to the owner or property manager via the Inbox tab in your traveler account.

After you have submitted your request to cancel, the owner or property manager must accept your cancellation request. They will then issue any eligible refund.