Guests can self-service cancel reservations that are eligible for a 100% refund. For reservations that are not eligible for a full refund, you may need to cancel the reservation for them.  

When a guest submits a cancellation request, the booking status will show as Cancellation Requested in your Inbox. When a guest contacts you to cancel their booking, direct them to their account to submit the request.

  1. Log in to your account.
  2. Select the property if you have multiple properties.
  3. Select Inbox.
  4. Select Filters to filter your conversations.
    • You can also enter the guest's name or reservation ID (Res ID) into the search bar.
  5. Select the guest's name.
  6. Select Cancel booking.
  7. 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
  8. 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.
  9. Select Confirm to process the refund.

Keep in mind that partner-initiated cancellations that don’t qualify for a cancellation waiver can affect your ranking metrics and will incur a partner fee.

If cancellations are due to property sold or ownership change, see About transferring a listing to a new owner to prevent negative guest impacts.