Vrbo cancellation policies determine how much of a guest's payment is refunded when a reservation is cancelled before check-in.
If you're connected through the Vrbo Partner Connection, cancellation policies can be configured directly from your property's booking policies. Hospitable follows the cancellation policy that was active when the reservation was booked.
This article explains the available policy options, how cancellations are processed, and what hosts should know before cancelling a reservation.
At a Glance
Cancellation policies are configured at the property level
Each property can use a different cancellation policy
Vrbo offers standard policy options and custom policies
Guests typically cancel through Vrbo
Host-initiated cancellations may result in penalties from Vrbo
Refunds are processed according to the policy active at the time of booking
Available Cancellation Policies
When configuring a Vrbo property, you can choose from the following cancellation policies:
Non-refundable
Guests are not eligible for a refund if they cancel their reservation.
Strict – 60 Day
100% refund if cancelled at least 60 days before arrival
No refund after that point
Firm – 60 Day
100% refund if cancelled at least 60 days before arrival
50% refund if cancelled at least 30 days before arrival
No refund after that point
Moderate – 30 Day
100% refund if cancelled at least 30 days before arrival
50% refund if cancelled at least 14 days before arrival
No refund after that point
Relaxed – 14 Day
100% refund if cancelled at least 14 days before arrival
50% refund if cancelled at least 7 days before arrival
No refund after that point
Custom Policy
Create your own cancellation rules using custom refund percentages and cancellation windows.
Custom policies can include multiple refund tiers to match your business requirements.
Cancellation policy selector displaying Non-refundable, Strict, Firm, Moderate, Relaxed, and Custom policy options
Configure a Cancellation Policy
To update a property's cancellation policy:
Open Properties.
Select the property you want to update.
Navigate to Booking Policies.
Open Cancellation Policies.
Select the desired policy.
Save your changes.
The selected policy applies to future reservations.
Changes to a cancellation policy do not affect reservations that were already booked. Existing reservations continue to use the policy that was active when the booking was created.
Relaxed 14 Day cancellation policy selected within a property's booking policy settings
Where to View the Cancellation Policy
The cancellation policy for a reservation is available from the reservation details in Hospitable.
Hosts can review:
The policy applied to the reservation
Applicable refund windows
Cancellation deadlines
Refund eligibility
This information can help determine what refund a guest is entitled to receive if they cancel.
Reservation financials on Inbox displaying the cancellation policy and refund eligibility information
When a Guest Cancels
Guests should cancel their reservation through Vrbo.
When a cancellation is submitted:
Vrbo notifies Hospitable.
The reservation is updated to Cancelled.
Calendar availability is updated.
Refunds are processed according to the cancellation policy that applied at the time of booking.
Guests receive confirmation of their cancellation and any applicable refund.
If a guest wants to cancel, ask them to cancel through their Vrbo account whenever possible.
Cancellation Requests
Some reservations may enter a Cancellation Requested status rather than being cancelled automatically.
In these cases:
The guest has requested a cancellation
The request may require host review
Approving the request is not treated as a host-initiated cancellation
This allows hosts to review the request before the reservation is cancelled.
When a Host Cancels
Hosts can cancel a reservation from Hospitable.
During the cancellation process, you'll be asked whether:
The guest requested the cancellation, or
You're cancelling on the guest's behalf
This distinction is important because Vrbo may treat host-initiated cancellations differently from guest-initiated cancellations.
Only mark a cancellation as guest-initiated if the guest actually requested the cancellation.
Reservation cancellation screen showing guest-initiated and host-initiated cancellation options
Host-Initiated Cancellation Penalties
Vrbo may apply penalties when a host cancels a reservation.
Potential consequences include:
Cancellation fees
Reduced visibility in search results
Temporary listing suspension
Loss of Premier Host status
The penalties applied depend on Vrbo's policies and the circumstances of the cancellation.
If you must cancel due to circumstances outside your control, contact Vrbo directly to discuss possible fee waivers within 10 days of cancellation.
Extenuating Circumstances
Vrbo may allow exceptions when cancellations occur because of circumstances outside the control of the guest or host.
Examples may include:
Natural disasters
Government travel restrictions
Certain emergencies or serious events
Eligibility is determined by Vrbo. Hosts and guests should contact Vrbo directly for guidance regarding extenuating circumstances claims.
Frequently Asked Questions
Can each property use a different cancellation policy?
Yes. Cancellation policies are configured independently for each property.
Do cancellation policy changes affect existing reservations?
No. Existing reservations continue to use the policy that was active when the booking was made.
Can I create my own cancellation policy?
Yes. Select Custom Policy to create cancellation rules with your own refund percentages and timeframes.
Should guests cancel through Vrbo or Hospitable?
Guests should cancel through Vrbo whenever possible but can also be initiated through the Hospitable Guest Portal.
Will I be penalized if a guest asks me to cancel for them?
Not necessarily. During the cancellation process, indicate that the guest requested the cancellation if that is the case.
Can Vrbo waive cancellation penalties?
In some situations, Vrbo may review requests for penalty waivers. Contact Vrbo directly for assistance.
Need Help?
If you have questions about a cancellation or believe a reservation was cancelled incorrectly, contact Hospitable Support and include:
The reservation code
The property name
A description of the issue
Any communication related to the cancellation