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. You can choose to refund the whole amount including the service fee or enter a custom amount.
  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 schedule section is updated to show the payment status as refunded or partially refunded. Refunds may take five to seven business days to appear in the traveler's account. If you receive payouts after travelers check-in and don't see the option to send a refund, please contact us.

While vacation rental owners and property managers pay processing fees to collect payments, there are no processing fees associated with refunding a 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.

Always send refunds through the system to protect yourself from fraud and chargebacks. 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.