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Handle cancellations
Cancellations are sometimes inevitable. By taking the proper steps, you can minimize and even eliminate their impact on the guest and on your listing.
When it’s out of your control
We may be able to provide a cancellation waiver for cancellations due to reasons outside of your control. Cancellation waivers prevent cancellations from hurting your standing in the marketplace. Please be aware that cancellation waivers are reviewed on a case-by-case basis and can be overturned if the cancellation is found to be ineligible. The following reasons are eligible for a cancellation waiver with some requiring supporting documentation:
When the guest requests to cancel
If the guest is the one driving the cancellation, you can avoid any negative impact to your Ranking Metrics. Direct the guest to cancel through their own account. You can provide the guest with these instructions or direct them to cancel a reservation:
When you need to cancel a booking
Make sure you cancel in your dashboard; we can only refund the service fee if an eligible cancellation is processed there. You will also be able to refund the remaining amount through your dashboard, which should be 100% of the amount paid by the guest regardless of your cancellation policy. The only exception is if the guest breached the rental contract or house rules, or failed to pay their rent.
When you can’t accept a booking request
Sometimes you can’t accept a booking request within the 24-hour period due to reasons outside of your control.
Eligible reasons include:
If we approve your application, the rejected booking request won’t affect your property’s ranking.
When it’s out of your control
We may be able to provide a cancellation waiver for cancellations due to reasons outside of your control. Cancellation waivers prevent cancellations from hurting your standing in the marketplace. Please be aware that cancellation waivers are reviewed on a case-by-case basis and can be overturned if the cancellation is found to be ineligible. The following reasons are eligible for a cancellation waiver with some requiring supporting documentation:
- Natural disaster
- Property damage
- House rules violation
- Unpaid balance from traveler
- Property sold or new ownership
- Internal site errors
When the guest requests to cancel
If the guest is the one driving the cancellation, you can avoid any negative impact to your Ranking Metrics. Direct the guest to cancel through their own account. You can provide the guest with these instructions or direct them to cancel a reservation:
- Log into your traveler account
- Select My Trips
- Select the booking that needs to be canceled
- Select Request cancellation.
When you need to cancel a booking
Make sure you cancel in your dashboard; we can only refund the service fee if an eligible cancellation is processed there. You will also be able to refund the remaining amount through your dashboard, which should be 100% of the amount paid by the guest regardless of your cancellation policy. The only exception is if the guest breached the rental contract or house rules, or failed to pay their rent.
When you can’t accept a booking request
Sometimes you can’t accept a booking request within the 24-hour period due to reasons outside of your control.
Eligible reasons include:
- Internal site errors
- House Rules violations
- Natural disasters
If we approve your application, the rejected booking request won’t affect your property’s ranking.