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

A host-initiated cancellation may result in penalties for your account, such as temporary deactivation or a drop in search visibility. We understand that some host-initiated cancellations are out of your control. In those cases, you may qualify for a cancellation waiver to excuse you from the penalties of a host-initiated cancellation.

Traveler-initiated cancellation refunds

Guests can request to cancel their booking through their traveler account. You'll receive an email notification.

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.
Note: Cancellations that are initiated by the traveler do not result in penalties for you, therefore you do not need to request a cancellaton waiver.

Property Manager-initiated cancellation refunds

If you can't accommodate a traveler and need to cancel their reservation, cancel the reservation in your property management software. Some partner-initiated cancellations are eligible for a cancellation waiver to waive the fees associated with the cancellation.

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 the appropriate refund is provided to the traveler through your payment processor. 
    • Note: Vrbo will keep the full traveler service fee.

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

Cancellations due to declined bookings

Integrated partners cannot decline booking requests. Instead, if a traveler makes a booking request that you can’t accommodate, you must instead cancel their booking and apply for a cancellation waiver.

 You will be able to receive a cancellation waiver if:

  • It is not an instant booking.
  • You cancel within 24 hours of when the booking request was created.

To apply for a cancellation waiver, contact Vrbo support. If you do not request a waiver within 10 days of the cancellation, you may face penalties such as fees, ranking penalties, or listing suspension.

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.

Vrbo will not cancel a reservation for non-payment on your behalf. If you decide to cancel due to non-payment, cancel the reservation and submit a cancellation waiver.

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.

Vrbo payments

If you use Vrbo as your merchant of record with Vrbo Payments, Vrbo will become your payment processor. We will calculate and process any applicable refund for you.

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.