If your guest's booking is covered by our extenuating circumstances policy, they will be eligible for a refund. The customer is required to submit documentation within 15 days of making the cancellation to support their claims.
If a customer informs you that they need to cancel, you can submit a cancellation request for them. This type of cancellation does not impact your listing, or ranking, negatively. Please include information about how you want to proceed with the deposit.