Cancellation refunds
Travelers can cancel their booking through their traveler account. They'll automatically receive a refund based on the cancellation policy you set up within the Rules & policies section of your account.

If you decide to refund more than your cancellation policy allows, you can process the refund in your Reservation manager. See the related article for detailed instructions.

Service fee refunds
We look to your property's cancellation policy when determining service fee refunds. If the traveler is within the window to receive a 100% back and you’ve refunded the full amount, we'll return the service fee.

Damage deposit refunds
We hold the refundable damage deposit for 7 or 14 days after check-out, depending on which option you've selected for the property. If damage occurs during a stay, you have 7 or 14 days to claim all or a portion of the refundable damage deposit. We'll automatically refund whatever is due back to the traveler after that time.

If you require both property damage protection and a refundable damage deposit and have a pending eClaim with Generali, we hold the refundable damage deposit until the eClaim is finalized. You can check the status of your claim through the eClaims system. After a final decision is made on the eClaim, the refundable damage deposit drop-down menu will appear. You will then need to take action to either refund or withhold funds.

Travel and damage protection insurance refunds
If your listing requires travelers to purchase damage protection, their premiums will be refunded automatically after the cancellation of the stay.

If the traveler purchased trip protection after booking the trip, they must contact their insurer directly to determine if they are eligible for a refund of the insurance premium.

Bookings charged in different currencies 
If a booking was charged in a different currency, the payment and refund totals might vary based on currency exchange rates and bank-issued exchange fees.