Here’s how to handle traveler cancellation requests in a way that won’t hurt your relationship with the guest or your hard-earned position in search.
How to handle cancellations like a pro
Cancellations might happen due travelers' change in plans or because of unprecedented times like Covid-19. While some cancellations are out of your control, it's important to understand why they might harm your performance.
What types of cancellations are there and why do they matter?
There are two types of cancellations: traveler-initiated cancellations and owner or property manager cancellations. Your cancellation rate can affect your ranking metrics, which determines your visibility on search results. Too many cancellations could result in removal from the platform. Traveler-initiated cancellations will not harm your ranking metrics, but it does mean losing out on a booking. Learn about different ways to handle cancellations.
Offer to reschedule
First, let travelers who wish to cancel know they can postpone their trip instead. With this option, they don’t have to pay cancellation fees, and your metrics are unaffected by the change.
Here’s an example of what you could say — feel free to repurpose this message:
Hi, [GUEST NAME],
I’m sorry to hear that you’re no longer able to stay with us [ARRIVAL DATE] to [DEPARTURE DATE]. Have you considered moving your trip out to a future date? We would love to host you and are happy to move your booking out at no extra charge. Let me know what you think!
All the best,
[YOUR NAME(S)]
What to do if a traveler needs to cancel
Travelers sometimes request that partners cancel the bookings on their end — but when you cancel a booking, it impacts your listing performance and ranking metrics.
Some travelers 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 — but, 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 travelers know they need to make the cancellation on their end:
Hi, [GUEST NAME],
It sounds like you don’t wish to reschedule this booking, and instead want to cancel your trip. We’re sorry to miss out on the chance to host you!
We can't 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 travelers and want to help where we can, so we’ve waived our standard cancellation fee for this booking.
Please cancel on the app or website when you get the chance so you won’t be billed automatically. Here’s an article that shows you how: https://www.vrbo.com/en-sg/help/articles/Can-I-receive-a-refund-for-my-cancelled-reservation
We do hope you come and stay with us soon!
[YOUR NAME(S)]
What about when you need to cancel?
If you need to cancel, contact the traveler immediately and explain the situation. Consider offering a discount on a future stay in addition to an apology for the inconvenience. If you have more than one property in the area, you might suggest an alternate vacation rental if it’s available.
Cancellations that fall within your control can negatively impact your listing, so it’s important to avoid canceling on guests. Take three actions now to help minimize and avoid cancellations down the road:
- Sync your calendar — Calendar syncing automatically keeps your calendar up to date with your calendars on websites like Google, Booking.com, or Airbnb to help avoid double bookings.
- Set up a minimum night stay requirement — Make sure guests can’t book a stay that’s shorter than you’d prefer.
- Create a clear cancellation policy — Set clear cancellation windows to help travelers plan their vacation while still protecting yourself from last-minute cancellations. (Due to uncertain travel conditions created by COVID, we recommend a moderate or relaxed cancellation policy.)
This helpful article shares even more ways to avoid cancellations and declines . Review it to set yourself up for success.
What about cancellations beyond your control?
We provide cancellation waivers for certain types of cancellations that happen due to extenuating circumstances, like Covid-19. Cancellation waivers prevent cancellations from hurting your rank in our marketplace and are reviewed on a case-by-case basis . You can learn more on our help page about the types of cancellations that qualify for a waiver and how to handle cancellations beyond your control.
Use software to manage your listings? Opt- in to receive traveler-initiated change and cancellation request
Get traveler-initiated change and cancellation requests through email for faster resolution. You can turn this feature on with a quick call to your account manager or by contacting our property manager support team at PM-support@vrbo.com.
We see how hard you’re working
Throughout the COVID-19 crisis, we've been continually impressed with the ways you've really shown up for travelers and for each other. Thank you for your efforts. They’ve made a positive impact and have reassured families that when they’re ready to travel again, you'll be ready to welcome them.
