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

Guests may have payments and fees refunded for a variety of reasons. Each refund type has its own rules and conditions. See the types of refunds below:
 

Cancellation refunds – traveler initiated

Guests can request to cancel their booking through their traveler account. You’ll receive a notification along with proof of the request for cancellation fee purposes.

Cancellation process:

  1. You’ll receive a notification that a traveler has requested to cancel their reservation.
  2. Find the reservation in your property management software.
  3. Change the status of the reservation to ‘Canceled by Traveler’.
  4. Allow 24 hours for the reservation to update on Vrbo.
  5. Verify the refund amount the traveler is entitled to based on your cancellation policy, and refund that amount via your payment processor. 
  6. If you decide to refund more than your cancellation policy allows, you can process the refund in your payment processor.


Cancellation refunds – Property Manager initiated

If you can’t accommodate a traveler and need to cancel their reservation, cancel the reservation in your property management software.

Cancellation process:

  1. Find the reservation in your software.
  2. Change the status of the reservation to ‘Canceled by Partner’.
  3. Allow 24 hours for the Reservation to update on Vrbo.
  4. Ensure a 100% refund is provided to the traveler through your payment processor. 

Note: Partner cancellations are subject to a Cancellation Fee depending on the time of the cancellation. Please refer to the Partner Cancellation Fee Policy.
 

Cancellation due to House Rules violations or non-payment

If you need to cancel a reservation due to the traveler violating your house rules or not receiving payment by the agreed deadline, cancel the reservation in your property management software. Ensure you have documentation of the traveler’s violation or non-payment compliance.

Cancellation process:

  1. Find the reservation in your software.
  2. Change the status of the reservation to ‘Canceled by Traveler’.
  3. Allow 24 hours for the reservation to update on Vrbo.
  4. Ensure the refund the traveler is entitled to based on your cancellation policy is refunded in your payment processor.

Note: This process may vary depending on your software provider and payment processor. Contact your software provider or payment processor if you have questions or need help with the cancellation and refund process.
 

Service fee refunds

If a traveler initiates a cancellation within the 100% refund window and you’ve refunded the full amount, we'll return the service fee automatically. Follow the correct cancellation process to ensure the traveler receives the service fee refund.
 

Damage deposit refunds

Ensure the refundable damage deposit is refunded in your payment processor after check-out. If damage occurs during a stay, inform the traveler you will keep the damage deposit according to your policy.