How do I cancel a reservation and receive a refund?
You can request to cancel a reservation in your traveller account. If you are eligible for a full refund, you can cancel the reservation yourself. If neither option is available, contact the property owner or manager directly.
Cancel your reservation
- Log in to your traveller account.
- Click My Trips.
- Select the reservation you want to cancel.
- From the Details tab, go to the Manage your booking section.
- Review the owner’s cancellation policy.
- Click Cancel booking.
Request a cancellation
If you follow the steps above and see Request cancellation, the property owner or manager will need to process the cancellation. Refer to the property’s cancellation policy to determine if you are eligible for a refund.
How refunds work
Refunds are issued in accordance with the terms and conditions of the property’s cancellation policy. For example, if you are eligible for a 50% refund per the cancellation policy timeline, then 50% of the amount paid to date will be refunded. However, any fees, such as our service fee, will not be refunded.
Refunds typically post to your bank account within five to seven business days. However, some banks may take longer to post refunds. If you have not received your refund within 14 business days, please contact Customer Support.