1. Log in to your account. 

  1. Select the listing if you have more than one rental property.  

  1. Select Inbox

  1. Use the All Messages drop-down menu to filter your conversations.      

  1. Select the guest. 

  1. Select Send refund from the Payment schedule section.  

  1. Enter the refund amount. 

  1. Select Continue

  1. Select Send refund.   

If you don't have the option to send a refund in your account, select Contact us for help. 


After a refund  

We’ll send you and the guest an email with refund details. The payment schedule section will update to show the payment status as refunded or partially refunded. Refunds can take five to seven business days to appear in the guest's account. 

Guest’s original payment account is closed 
If a guest no longer has the original form of payment, you should still attempt to refund through your dashboard. The guest's financial institution may still be able to credit them or provide a check through their own reconciliation process.  
Processing fees 
While there are processing fees to collect payments, there are no fees to refund a payment. 

Example: You issue a refund of $500. Of the $500 your traveler paid, you received $485 due to a 3% processing fee. We will only take $485 from your account and will return the 3% processing fee directly to the guest, so they receive the full $500.