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Are fees refunded if a reservation is canceled?
If you cancel a reservation in accordance with your cancellation policy which gives the traveler a full refund or you override the cancellation policy and give a full refund, all previously billed fees will be refunded, including commissions, payment processing, and service fees.
If you or your traveler cancels a reservation and a partial refund is issued, booking and service fees will not be refunded. The payment processing fee will be reversed for the amount refunded. Payment processing fees are only charged on funds that you keep.
What are the cancellation policy options for my listing?
If a traveler needs to cancel their trip, you can set up your cancellation policy so that they'll receive a percentage of their payment back. The percentage applies to the amount that the traveler has paid at the time of the cancellation, not the total amount of the reservation. To make sure these amounts are the same, we recommend you align your cancellation policy with your payment schedule. For example, if you want to refund 50% if a traveler cancels more than 60 days before check-in, make sure they have paid at least 50% of the total amount by that time. Common issues for credit cards
Make sure your credit card and billing information is entered correctly, that your card has not expired, and that the booking cost does not exceed the credit card transaction limit. Some banks may restrict your ability to pay online or block transactions for fraud protection. Please contact your bank after verifying the above information if you are still having issues.
How do I refund a traveler?
If you'd like to issue a refund without cancelling the reservation, please follow the steps listed below. If you'd like to issue a refund and cancel the reservation, please follow the steps in the How do I cancel a traveler's reservation? article.
Log in to your account.
If you have more than one listing, select the appropriate listing.
Click Reservation Manager in the left-hand navigation menu.
Click Payments.
Select the desired reservation.
Click Send Refund under the Payment Schedule.
Select either the maximum amount or enter a custom amount to refund.
Click Send Refund and confirm the refund amount.