A cancellation should always be the very last resort, as it is a contract breach between your guests and yourself. All channels thus impose penalties for cancellations except in the case of force majeure events (e.g. natural disasters). These fees help cover relocation costs (a legal requirement) to ensure guests will still have a place to stay.
You can request a cancellation directly through your account by following these steps:
- Navigate to the “Bookings” section and select the reservation you wish to cancel.
- Select the “Request cancellation” button. You will be redirected to a cancellation form where you can:
- Confirm the reservation number.
- Select the reason for cancellation from the dropdown menu.
- Provide any additional information.
- Upload supporting documents (e.g., proof of a force majeure event such as clear pictures, invoices, receipts, or web links).
Alternatively, you can request cancellation by going to More > Contact and selecting:
- “I need help with a booking (payout, cancellation, invoice, guest information, etc.)”
- From the dropdown menu, choose “I want to request a booking cancellation”.
- Enter the correct booking ID and follow the instructions provided.
What to Include in the Cancellation Form:
- Booking ID: Ensure you confirm the correct reservation.
- Reason for Contact: Select the appropriate reason from the dropdown menu.
- Details of the Request: Be as specific as possible.
- Force Majeure Documentation: If you are canceling due to a force majeure event, it is essential to upload clear, verifiable documentation (e.g., pictures, newspaper articles, receipts). These documents must be submitted promptly to meet the portal's deadlines. Proper verification is required to waive any penalties.
- Non-Force Majeure Cancellations: If the cancellation isn't due to a force majeure event or if you cannot provide documentation, cancelling will incur fees, which you must accept upon submitting the cancellation request. For more details on what qualifies as a force majeure, click [here].
- Guest Contact: Have you informed the guest of the cancellation?
- Alternative Solutions: Do you have any alternative options for the guest, such as a different property to offer or slightly different dates?
Important:
- After completing the form, you will be informed of any foreseen fees associated with the cancellation. Once you agree, you can submit your cancellation request. Please note, the fees may be higher depending on the price of the guests’ relocation.
- We prioritize cancellations based on the booking's check-in date and will address your request as soon as possible.
Please Note:
- Airbnb: As of their latest policy update, all homeowner-initiated cancellations are subject to a minimum fee of $50 USD. The fee varies based on the reservation amount and the timing of the cancellation. For more information, click here.
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