There may be circumstances in which you need to cancel a reservation or process a traveler's cancellation request. The steps below will guide you through both scenarios.
  1. Log in to your account.
  2. If you have more than one listing, click on the appropriate property.
  3. Click Reservation manager In the left-hand navigation menu.
  4. Select Reservations list.
  5. Select the appropriate reservation.
  6. Click Cancel Reservation at the bottom of the screen.
  7. Select the most accurate reason for cancellation from the drop-down menu:
    1. If the traveler has initiated a request to cancel, this option will show by default. Traveler-initiated cancellations do not affect your ranking metrics.
    2. If the traveler has not requested to cancel, this option will not be available in the drop-down. All other cancellation reasons are considered owner-initiated will affect your ranking metrics.
By default, the refund amount will match your cancellation policy. To refund a traveler all fees and payments, the 100% refund option must be selected. Confirm the cancellation and refund amounts and click Cancellation Refund.


Traveler-initiated cancellation process

Wistia video

Owner-initiated cancellation process

Wistia video