When the traveller needs to cancel
Travellers should cancel through their account. In many cases, you do not even need to approve the cancellation. They will receive a refund based on your cancellation policy. If your approval is required, you can finish processing the cancellation by following the steps below.

If a traveller no longer has the original form of payment, you should still attempt to refund through your dashboard. The traveller's financial institution may still be able to credit them or provide a check through their reconcilliation process. 

If you are a property manager using integrated software, travellers need to contact you directly so you can cancel any bookings with your software. 

Approving a traveller's cancellation request
If a traveller requested a cancellation from their account and your approval is needed to confirm the cancellation, you can follow these steps to do so. 
  1. Log in to your account.
  2. If you have more than one listing, click on the appropriate property.
  3. Click Inbox.
  4. The All Messages drop-down menu lets you filter your conversations.
  5. Select the appropriate guest's name. 
  6. Make sure the traveler has requested a cancellation from the My Trips section of their account. If you initiate the cancellation, it will affect your property's ranking metrics. 
  7. Click Confirm cancellation from within the chat area to cancel the booking. 
When you need to cancel
From time to time, you may need to cancel a booking. Be aware that partner-initiated cancellations can affect your ranking metrics.
  1. Log in to your account.
  2. If you have more than one listing, click on the appropriate property.
  3. Click Inbox in the navigation menu.
  4. The All Messages drop-down menu lets you filter your conversations
  5. Select the appropriate guest name.
  6. Click Cancel booking at the bottom of the screen.
  7. Select the most accurate reason for the cancellation from the drop-down menu in step 2. Depending on your reason for the cancellation, you may qualify for a cancellation waiver. Any partner-initiated cancellation that doesn't receive a waiver will affect your ranking metrics.
  8. Once you've reviewed the refund amount, click Continue.
  9. Click Confirm to process the refund amount and the cancellation.