Important: This article is for Integrated Property Managers (IPMs).

Reservations must be canceled from your Property Management Software and not from your Vrbo Dashboard. 

Traveler initiated cancellations

Requests from the Vrbo inbox: Travelers will request to cancel reservations from their Vrbo Inbox. To approve the request, cancel the reservation in your software. The cancellation will update on your Vrbo account within 24 hours. 

Requests from outside the Vrbo inbox: If a traveler requests to cancel outside of the Vrbo inbox, ask that they request to cancel from their Vrbo account (direct them to Vrbo Traveler Support if they need assistance).

If you must cancel outside of a formal request:

  1. Process the cancellation within your software.
    • If applicable, select a traveler cancellation reason within your software (for example, non-payment, or house rule failure).
  2. Select Contact Us to obtain a waiver from Vrbo Support. 
    • Provide proof of the traveler’s request (for example, email or text message). 

Partner initiated cancellations

Cancellations initiated by you will incur cancellation fees and negatively affect your cancellation rate metrics. If your cancellation was due to a waivable cancellation reason, select Contact Us to request a cancellation waiver from IPM Support.

  • Note: If your listings are on ‘Booking Request’/’Quote Hold’, reservation declines initiated after 24 hours will be considered a Partner cancellation

Select a cancellation reason

If you must cancel a reservation, most Property Management Software allows you to select a cancellation reason. This then feeds to Vrbo to notate the cancellation. 

If your software doesn’t allow you to select a reason, select Contact Us and request a waiver from IPM Support if applicable. 

Refunds

If you cancel a reservation, the Vrbo service fee will be refunded regardless of the cancellation policy.

If the traveler cancels a reservation, the Vrbo Service fee is refunded based on their cancellation policy. 

If a full refund is given for a canceled booking outside of the traveler's cancellation policy, select Contact Us and provide IPM Support with proof of the full refund to ensure the Vrbo service fee is also refunded.