Eligible for a 100% refund
A guest can cancel their reservation through their guest account if they’re eligible for a 100% refund. They’ll receive a refund based on your cancellation policy, which is set up in the Rules & Policies section of your account.

Not eligible for a 100% refund
If a guest isn’t eligible for a 100% refund, they can request to cancel the reservation from their account. Guests can also request to cancel from their account if they booked prior to you having a cancellation policy set up in the Rules & Policies section of your account. After you receive the guest's cancellation request email, process the cancellation in your account and issue any eligible refund based on your cancellation policy.

Impact on Ranking Metrics
Guest-initiated cancellations or cancellation requests don't impact your Ranking Metrics. Partner-initiated cancellations will impact your Ranking Metrics regardless of the cancellation reason.

If a guest contacts you to cancel a reservation, you should direct them to their account to cancel or request to cancel. When a guest submits a cancellation request, the booking status will show as Cancellation Requested in your Inbox.