Eligible for a 100% refund

A traveler can cancel their booking through their traveler 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 traveler isn’t eligible for a 100% refund, they can request to cancel the booking from their account. Travelers 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 traveler's cancellation request email, process the cancellation in your account and issue any eligible refund based on your cancellation policy.

Impact on Ranking Metrics

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

If the traveler needs help understanding how to cancel a reservation through their account, refer them to Cancel a reservation and receive a refund.