When the traveler needs to cancel
Travelers should cancel through their account. In many cases, you do not even need to approve the cancelation. They will receive a refund based on your cancellation policy. If your approval is required, you can finish processing the cancellation in your Reservation manager following the same steps listed below.

If a traveler no longer has the original form of payment, you should still attempt to refund through your dashboard. The traveler's financial institution may still be able to credit them or provide a check through their own reconciliation process. 

If you are a property manager using integrated software, travelers need to contact you directly so you can cancel any bookings with your software. 

When you need to cancel
From time to time you may need to cancel a booking. Be aware that owner-initiated cancellations can affect your ranking metrics.

Processing a cancellation
  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.
  8. To refund a traveler all fees (including our service fee) and payments, choose the Full amount option. Confirm the cancellation and refund amounts and click Cancellation Refund.