Canceling reservations is part of the property management landscape, and understanding the steps for different booking channels is crucial. Let's break down the process, making it clear and actionable.
Getting Started
The process can vary depending on which OTA you are getting the reservations from. Check out the following sections to check which guide is the one that you need.
Direct Bookings
For direct bookings, go to the Reservations section.
Locate the reservation that you want to cancel, click on the three-dot menu, and click on the "Cancel reservation" option.
You can refund your customers from the Payments section under the Reservation Tab. Learn more about this here.
Airbnb Reservations
To cancel Airbnb reservations, you need to reach out to Airbnb support for assistance with the cancelation. They will provide you with further assistance. Please, keep in mind that they will request the reason. If they consider this not a valid reason, a fee may be applicable.
If you need to cancel a reservation due to a system issue in your Jurny account. Please, reach out to our support at support@jurny.com before reaching out to Airbnb support.
Booking.com Reservations
To cancel Booking.com reservations, the best approach is to reach out to the guest and ask the guest to cancel the reservation. If the guest doesn't want to cancel, you need to go to your Booking.com account and mark the payment as invalid. And it will prompt the cancelation option. If you need further assistance with this, please, reach out to Booking.com support.
VRBO Reservations
To cancel Vrbo reservations, you need to cancel them in your Jurny account and then request your assigned Customer Success Manager to update the status of the reservation from Confirmed to Canceled on their end.
Expedia Reservations
To cancel Expedia reservations, reach out to Expedia support. They will update the reservation on Expedia and this reservation will appear as $0, however, you will see an active reservation on Jurny, which you will be able to cancel as if it were a direct booking.
This will work only if you are canceling on the check-in date. If this is before the check-in date, Expedia can cancel the reservation completely from their end.
Other OTAs Reservations
To cancel any other OTAs reservations, follow the steps for direct booking cancelations and reach out to the OTA explaining the situation so they can help you waive the cancelation fees.
Please, be advised that Jurny is not responsible for these cancelations, and Jurny won't be able to waive the cancelation fee for you as this process comes from an external platform.
We hope you don't need to cancel any reservations! But if that's the case, you already know the process. In case you have any further questions, let us know at support@jurny.com.