How do I refund my guest?
When either you or a guest cancels a booking paid for on our platform, any refunds due are processed automatically, typically within 24 hours of the cancellation. Both parties are then emailed with the full details.
Important: the booking must be cancelled through our platform
How much is refunded?
-
If you decide to cancel: the guest will be refunded the full amount they have paid.
-
If the guest cancels: they’ll be refunded in accordance with your selected cancellation policy. Go to My bookings to see the policy that applies to the booking.
Can I offer a refund outside of the cancellation policy?
You can offer full or partial refunds outside of the cancellation policy through your Inbox. You might choose to do this if a guest cancels their booking and your cancellation policy states that no refund is due. Simply follow these steps:
-
Go to your Inbox
-
Select the conversation with the guest you’d like to refund
-
Select Offer a refund
-
Confirm the refund amount
You can offer a partial or full refund up to the amount you are due to receive for the booking.
Once you’ve selected Confirm, your guest’s refund will be processed within 10 working days. You will then see a message on the conversation page to confirm that the refund has been sent.
If you offered a partial refund, you can check the scheduled date of your remaining payout from us under Track payments.
If your guest hasn’t cancelled their booking because of your cancellation policy but you’d like to assure them that you’re happy to offer a refund, simply confirm this to your guest in writing through your inbox. Just make sure you clearly state the amount and currency you’d like to refund to avoid any confusion.
Once your guest has cancelled the booking, you can Offer a refund through your inbox following the steps above.
Please note: You will be unable to refund the booking fee to your guest as this is non-refundable. You can only offer a refund up to the amount you are due to receive.
What if I’ve taken a guest’s payment outside of the platform?
If you’ve taken your guest’s payment outside of our platform, you manage cancellations and refunds yourself and will need to refund the guest directly.