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If you'd like to issue a refund without canceling 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.
  1. Log in to your account.
  2. If you have more than one listing, select the appropriate listing.
  3. Click Reservation Manager in the left-hand navigation menu.
  4. Click Payments.
  5. Select the desired reservation.
  6. Click Send Refund under the Payment Schedule.
  7. Select either the maximum amount or enter a custom amount to refund.
  8. Click Send Refund and confirm the refund amount.
An email with the details of the refund is sent to both you and your traveler and the Payment Details page is updated to show the payment status as refunded or partially refunded. Refunds may take 5 to 7 business days to appear in the traveler's account. Note: if you are refunding a payment made via eCheck, you must wait 10 business days from the date of payment before issuing a refund.

While vacation rental owners and property managers pay processing fees to collect monies, there are no processing fees associated with refunding a HomeAway Payments payment. Example: You issue your traveler a refund of $500. Of the $500 your traveler paid, you received $485 due to a 3% processing fee. When you refund your traveler, we will only take $485 from your account and return the 3% processing fee to the traveler, so they receive the full $500.

If a traveler has closed their account, you should still attempt to refund through your account. The traveler's bank may still be able to credit them or provide a check through their own reconciliation process.