How to Cancel Lodgify

To manage and implement cancellation policies and procedures using Lodgify, which integrates with platforms like Vrbo (formerly HomeAway), follow these steps:

Adjusting Cancellation Policies

To adjust the cancellation policy for your vacation rental listings on Vrbo through Lodgify, you need to follow these steps:

• Log into your Vrbo account.
• Select the listing you want to edit.
• Go to the Settings button, then navigate to Rental Agreement and Cancellation Policy.
• In the Cancellation Policy section, select the desired policy from the available options:
  • Moderate: Guests can cancel up to 30 days before check-in for a full refund, or up to 14 days before for a 50% refund.
  • Relaxed: Guests can cancel up to 14 days before check-in for a full refund, or up to 7 days before for a 50% refund.
  • No Refund: No refunds are offered for any cancellations.
• Save the changes you have made.

Canceling a Guest’s Reservation

If you need to cancel a guest’s reservation, follow these steps:

• Log into your Vrbo Owner Login page.
• Click on the reservation listing you wish to cancel.
• Go to the Inbox and find the guest’s name in the All Messages drop-down menu.
• Click on Cancel booking.
• Choose the reason for the cancellation from the drop-down menu.
• Review the refund amount and click Continue.
• Click Confirm.

Approving a Guest’s Cancellation Request

If a guest requests to cancel their reservation and your approval is needed:

• Go to the My Trips section and check that the guest has requested the cancellation.
• Click on the listing that the guest would like to cancel.
• Go to the Inbox and filter your conversation in the All Messages drop-down menu.
• Select the guest’s name.
• Click on Confirm cancellation.

Managing Cancellations via Lodgify API

If you are a Lodgify customer connected via API with Vrbo, you need to contact Lodgify’s customer success team to request changes in cancellation policies.

General Tips for Managing Cancellations

• Ensure your vacation rental cancellation policy is clearly visible in your reservation system so travelers can understand it before booking.
• Include a cancellation deadline and details about cancellation fees and refunds in your policy.
• Be aware of penalties from OTAs for canceling reservations, as these can negatively affect your ranking metrics or even lead to account suspension.

Here is an example template you can use to inform guests about a cancellation:

Dear [first name],

I regret to inform you that your reservation at [rental name] for [dates] is no longer available. This is due to [state reasons why here].

We value our guests and for this reason, I would like to offer you a 20% discount to stay at [rental name]. Once again, I would like to apologize for the cancellation and I hope to see you in the future.

I apologize in advance for any inconvenience this may cause you.

Thank you for your understanding.

Best regards,

[Your name]