Travellers sometimes request that partners cancel the bookings on their end. However, when you cancel a booking, it impacts your listing performance and ranking metrics.
Some travellers won’t want to rebook and will confirm their request to cancel. Because cancelling on their end can result in fees, they may ask that you cancel for them. Again, that negatively affects your listing’s visibility in search results, so it’s not in your best interest to do so.
You can use this sample messaging to nicely let travellers know that they need to make the cancellation on their end:
Hello [GUEST NAME],
It sounds like you do not wish to reschedule this booking, and want to cancel your trip instead. We’re sorry to miss out on the chance to host you!
We cannot make the cancellation on our end without negatively affecting our listing, so we’re unable to process this request for you. [Delete this next line if not applicable.] However, we understand that this is an uncertain time for travellers and want to help where we can, so we’ve waived our standard cancellation fee for this booking.
When you get the chance, please cancel on the app or website so you won’t be billed automatically. Here’s an article that shows you how: https://www.vrbo.com/en-gb/help/articles/Can-I-receive-a-refund-for-my-cancelled-reservation
We do hope you come and stay with us soon!