When you have an established cancellation policy on your listing, travelers can cancel their reservation on their own if they are eligible for a 100% refund. They will receive the refund based on the stated cancellation policy of the reservation. For more information about cancellation policy options, please refer to the related articles. 

In some cases, travelers are not eligible for a 100% refund or you may not have had a stated cancellation policy set up in your House Rules at the time of the booking. In these cases, the traveler needs to request a cancellation from their account and going to My Trips. 

You will then need to approve the traveler's request, process their cancellation and issue any eligible refund amount. Additionally, there may be times you need to initiate a cancellation. The steps below will guide you through both scenarios.
  1. Log in to your account.
  2. If you have more than one listing, click on the appropriate property.
  3. Click Reservation manager In the left-hand navigation menu.
  4. Select Reservations list.
  5. Select the appropriate reservation.
  6. Click Cancel Reservation at the bottom of the screen.
  7. Select the most accurate reason for cancellation from the drop-down menu:
    1. If the traveler has initiated a request to cancel, this option will show by default. Traveler-initiated cancellations do not affect your ranking metrics.
    2. If the traveler has not requested to cancel, this option will not be available in the drop-down. All other cancellation reasons are considered owner-initiated will affect your ranking metrics.
By default, the refund amount will match your cancellation policy. To refund a traveler all fees and payments, the 100% refund option must be selected. Confirm the cancellation and refund amounts and click Cancellation Refund.


Traveler-initiated cancellation process

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Owner-initiated cancellation process

Wistia video