Introduction 

Guests can self-service booking cancellations through their Vrbo guest account. This is applicable on both refundable and non-refundable bookings.

If a guest contacts you to cancel a reservation, you should direct them to cancel the reservation from their account. If their cancellation cannot be self-serviced, it will come to you as a cancellation request, and the booking status will show as Cancellation Requested in your Inbox.
 

Eligible for a 100% refund

A guest can cancel their reservation through their guest account if they’re eligible for a 100% refund. Your cancellation policy 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 still cancel the reservation from their account. However, the guest will need to adhere to any penalties charged for the cancellation based on your cancellation policy.

Guests can also request to cancel from their account if they booked prior to you having a cancellation policy set up.

After you receive the guest's cancellation request email, process the cancellation in your account as soon as possible (ideally, within 24 hours), 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. 
 

Date changes  

If the guest decides to change their stay dates, the cancellation policy will be updated to match the new stay dates.