If a renter has requested to cancel a booking, you will need to process this online, so that your calendar is cleared and the appropriate refunds can be made back to the renter (if applicable).
To cancel a booking, you will need to open that booking back up, by finding it in your 'Booking calendar', or through the 'View all bookings/enquiries' link on your account.
At the bottom of the booking, under "Make booking modifications", select 'Cancel' and then click 'Continue'. On the following page you will be shown what refunds will be applied, if it is a standard cancellation click 'Continue' again and the booking will be cancelled - If you need to waive your cancellation policy for any reason, tick the box for this and then click 'Continue'.
If you need to cancel a renter's booking, you will need to contact the renter as a first step and explain this to them - We also ask that you assist this renter in finding alternative accommodation.
Once the renter is aware their booking is cancelled, you will need to process this online with a full refund back to the renter's card. Please contact our Customer Support team and we will arrange this for you.
If you are an owner and you cancel a booking on a renter, you may be required to pay a $75 cancellation fee. This can be waived at the discretion of our Customer Support team.
Please let the renter know, credit card refunds take between 2-5 working days to appear in their account.