Vrbo is an online marketplace that offers vacation rental rentals. It was originally called Vacation Rentals by Owner (VRBO). It is located in Austin, Texas and is owned by Expedia Group.

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About Vrbo cancellation policy

You can choose a cancellation policy for each listing:

  • No Refund There is no refund for any reason.
  • Strict – Reservations cancelled at least 60 days prior to the start of their stay will be eligible for a full refund.
  • Firm: Reservations cancelled at least 60 days prior to the start of their stay will be eligible for a full refund. Cancellations received less than 30 days prior to the start date of your stay will be subject to a 50% refund.
  • Moderate (recommended). Cancellations received at least 30 days prior to the start date of your stay will be eligible for a full refund. Refunds of 50% will be given to bookings cancelled less than 14 days prior to the start date.
  • Refunds will be given to all bookings cancelled at least 14 days prior to the start of their stay. Cancellations received less than 7 days prior to the start date of your stay will be subject to a 50% refund.

Note: Your cancellation policy supersedes your rental agreement.

Cancellation Policies

There are several cancellation policies available for both integrated property managers (IPMs), and platform partners.
Integrated Property Managers (IPMs),

  • Refund of the amount due
    • 50 % of the total rent plus any fees

Platform Partners:

  • Refund of amount paid:
    •  50 % for the first payment at the time you book.

Refunds on custom orders

You can cancel the cancellation policy and get a refund of a custom amount. Your cancellation policy must state that the custom amount must not exceed the amount due.

Booking fee impact

You will be charged a booking fee if you list a pay-per book listing.

Edit my cancellation policy

Only new bookings will be affected by changes to your cancellation policy. Your cancellation policy will continue to apply to bookings that were made before your changes.

  1. Log in to access your account.
  2. If you own more than one property, select the listing.
  3. Select Property.
  4. Select Rules & policies.
  5. Click the Cancellation policy tab.
  6. Select your cancellation policy.
  7. Select Save.

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Cancel the reservation of a guest

Sometimes you might need to cancel a guest’s reservation. You should be aware that cancellations made by partners that aren’t eligible for a cancellation waiver may impact your ranking metrics.

  1. Log in to access your account.
  2. If you have multiple properties, select the one that interests you.
  3. Select Inbox.
  4. To filter your conversations, use the All messages menu.
  5. Choose the name of your guest.
  6. Select Cancel booking.
  7. Step 2. Select the cancellation reason from your menu.
  8. Check the refund amount, then select Continue.

Choose Confirm to process the refund.

Refund

We will send an email to you and your guest with details about refunds. The payment schedule section will be updated to reflect the payment status. It can show whether it has been refunded completely or partially. It can take up to seven business days for refunds to appear in the guest’s account.

The original payment account of the guest is now closed
You can refund guests through your dashboard even if they no longer have the original payment form. You can still credit the guest or issue a check through your own reconciliation process.

Processing fees
There are no processing fees for collecting payments. However, there are no fees for refunded payments.

Example: You issue $500 in refunds. You received $485 for the $500 that your traveler paid. This was due to a 3.3% processing fee. We will not take $485 from your account. The 3% processing fee will be returned directly to the guest so that they receive $500.

About guest refunds

Cancellation Refunds Guests can cancel their booking via their traveler account. You can set up cancellation policies in the Rules and Policies section of your account to automatically refund the guest. You can request a refund via your Reservation manager if you wish to cancel more than your cancellation policy allows.

Refunds of service fees
We’ll refund the service fee if the guest falls within the 100% refund window.

Damage deposit refunds

The refundable damage deposit is held for 7 or 14 days, depending on which option you have chosen for the property. You have seven days or fourteen days to file a claim for all or part of the refundable deposit if there is damage during your stay. After that, we will automatically refund the guest the amount due.

Intent e-Claims and Refunds
We will hold the refundable deposit until Generali has resolved the pending e-Claim.

The e-Claims software allows you to check the status of any claim. Once the e-Claim has been approved, the refundable damages deposit drop-down menu will be displayed. The next step is to decide whether to refund or withhold funds.

Refunds for travel and damage insurance
If guests are required to purchase damage insurance, they will be refunded their premiums immediately after cancellation.

To determine if a guest is eligible for a refund if they purchased trip insurance after booking the trip, they must contact their insurance company directly.

Different currencies are used for bookings
A booking may have been charged in a different currency. The payment and refund amounts might differ depending on the currency exchange rate and bank-issued fees.

Refund a guest without canceling the reservation

  1. Log in to access your account
  2. If you have multiple rental properties, select the listing.
  3. Select Inbox.
  4. To filter your conversations, use the All messagesdrop-down menu.
  5. Choose the guest
  6. Select Send a refundfrom Payment schedule.
  7. Enter the amount of your refund.
  8. Continue
  9. Select Send a refund.

You don’t have the option of sending a refund to your account. Please contact us for assistance.