Skip to main content

Hey, what answers do you need?

Categories

💵 GUEST CANCELLATION & REFUND

Created On
byhello
You are here:
← All Topics

🔍 General Guidelines

  • Cancellations should always be handled with care, as they can negatively affect platform standing, rankings, and revenue.
  • Whenever possible, guests should cancel on their own to avoid penalties and preserve our credibility with platforms.
  • The majority of cancellations are done through OwnerRez, not directly on booking platforms.
  • Before processing any cancellation, always confirm the applicable cancellation policy.

📋 How to Check a Property’s Cancellation Policy

  1. Go to the property record in OwnerRez.
  2. Click the “Channel Rules” tab.
  1. If the policy says “Based on [Platform] API Policy”, this means the property follows the cancellation terms set within that platform’s integration (Airbnb, VRBO, Booking.com, etc.).

To locate that policy:

  • Go to the General tab of the property record.
  • Scroll to Channel APIs.
  • Click on the platform (e.g., Airbnb, VRBO).
  • Look under “Cancellation Policy” to see what is in place (Flexible, Moderate, Strict, etc.).

Refer to the cancellation policy chart for full definitions of each tier.

🏡 CANCELLATION PROCESS BY PLATFORM

🌐 AIRBNB

🔄 Standard (Pre-Arrival) Cancellations

  1. Search the guest in OwnerRez, open the guest record.
  2. Click the Reservation Number link to open the message thread.
  1. Do not cancel through OwnerRez unless absolutely necessary.
  2. If the cancellation falls within the guest’s allowed window:
    • Message the guest and ask the guest to cancel themselves by:
      • Logging into their Airbnb account, OR
      • Calling Airbnb Support: +1-855-424-7262

If they contact Airbnb to cancel, Airbnb will message us through the platform inbox asking us to confirm:

  • That we approve the cancellation
  • Whether a refund will be issued
  1. Once cancellation is confirmed:
    • Notify the cleaner
    • Notify the inspector via WhatsApp

🧾 Mid-Stay Cancellations

  1. Go to the Airbnb message thread with the guest.
  2. On the right-hand side, click “Help with this reservation”.
  3. Open a support chat.
  4. Explain the reason for cancellation and whether a partial or full refund will be provided.
  5. Ask Airbnb to process the cancellation on their end.
  6. Once resolved, notify cleaner and inspector.

🏖 VRBO

🔄 Standard (Pre-Arrival) Cancellations

  1. Search for the guest in OwnerRez, open their guest record.
  2. Click into their Reservation.
  3. Click “Cancel Booking” in the top right corner.
  1. In the pop-up:
    • If the cancellation is within the allowed cancellation period, choose:
      • “Canceled by Guest under Who Caused the Cancellation”
      • Go to the Conversation tab in OwnerRez.
      • Send a message confirming the guest is requesting to cancel and understands the terms.
    • Confirm cancellation, and refunds if applicable.

⚠️ Important: VRBO cancellations made by the host may result in hefty penalties, including:

  • Loss of visibility in search results
  • Reduction in property ranking
  • Potential account restrictions
    Always try to have the guest cancel themselves first and only cancel on our end if absolutely necessary.
  1. If a refund applies:
    • Go to the Transactions tab and issue refund (see refund process below); or adjust the charges in the ‘Cancel Booking’ window before confirming.
  2. Notify both the cleaner and inspector immediately via WhatsApp with the property name and cancellation date range.

🧾 Mid-Stay Cancellations

  1. Email pm-support@vrbo.com explaining the situation and requesting the cancellation be documented in writing.
  2. Go into OwnerRez, open the guest record and reservation.
  3. Click Cancel Booking, and follow the same steps as above.
  4. Before selecting refund type, confirm with the Operations or Sales Manager what refund (if any) should be issued.
  5. Once complete, notify the cleaner and inspector via WhatsApp.

🏨 BOOKING.COM

🔄 Standard (Pre-Arrival) Cancellations

  1. Search for the guest in OwnerRez, open their reservation.
  2. Log into admin.booking.com, find the reservation.
  3. Click “Cancel”, and select “Guest is requesting to cancel”.

⚠️ Never cancel on our own unless the guest confirms in writing — always have them cancel themselves if possible.

  1. Notify the cleaner and inspector via WhatsApp.

🧾 Mid-Stay Cancellations

  1. Ask the guest to contact Booking.com Customer Care directly:
    • Customer Care Phone: +1-888-850-3958
  2. Do not cancel from our end unless specifically instructed by Booking.com.
  3. Once cancellation is confirmed:
    • Confirm refund status internally with Operations/Sales Manager
    • Notify the cleaner and inspector.

💵 REFUNDS DUE TO ISSUES AT THE PROPERTY

  1. Collect the following:
    • Screenshot of the guest’s refund request
    • Charges breakdown from OwnerRez
    • Clear explanation of what the issue was
  2. Send to:
    • Operations Manager
    • Sales Manager
      Request approval before issuing any refund.
  3. While waiting, message the guest with: “Thank you for bringing this to our attention. We’re escalating your concern to our management team for review. If a refund is granted, it will be processed the day of checkout to ensure your full experience is considered.”
  4. Once approved:

Airbnb:

  • Use the Resolution Center to send the refund.
  • Message the guest with a courteous explanation of the approved refund.
  • Tag guest record:
    • “Booking Resolutions”
    • “Do Not Review”
    • Add note with refund amount and issue

VRBO / Booking.com:

  • Go to the Transactions tab in OwnerRez.
  • Click “Send Refund”, enter approved amount and reason.
  • Document refund in guest record.