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- Manage Reservations
Cancel a guest's reservation
Occasionally you may need to cancel a guest’s reservation. Keep in mind that partner-initiated cancellations that don’t qualify for a cancellation waiver can affect your ranking metrics.
- Log in to your account.
- Select the property if you have multiple properties.
- Select Inbox.
- Select Filters to filter your conversations.
- You can also enter the guest's name or reservation ID (Res ID) into the search bar.
- Select the guest's name.
- Select Cancel booking.
- Select the cancellation reason.
- Guest needs to cancel
- Dates booked on another platform
- Conflict with house rules
- Natural disaster or property damage
- Payment not received
- Property sold or new ownership
- Review the refund amount and select Continue.
- Full refunds are required for all partner-initiated cancellations except instances of natural disaster, house rule violations, and overdue payments.
- Select Confirm to process the refund.