Partner-initiated Cancellation Policy

Introduction

To maintain traveller trust in our marketplace, it is essential partners uphold all confirmed bookings. If a partner cancels an accepted booking, or is responsible for the cancellation, we will charge a tiered partner fee. Additional actions, such as a temporary listing suspension, may also be imposed.

Exceptions to the policy can be made for cancellations outside of the partner’s control.

Cancellation Fee

Effective: 14 October 2023 (U.S. Only)

Fees will offset the anticipated costs and negative impact of cancellations that would otherwise burden our travellers, Vrbo, and partners who do not cancel without proper justification.

A partner may be found responsible for a cancellation if:

The partner outright initiates a cancellation.
The partner double booked a listing that led to a cancellation.
The partner misled a traveller by substituting one property for another.
Partners circumvent this policy, including requesting travellers initiate the cancellation.
Upon arrival, a guest was unable to access the partner’s property to complete their stay and Vrbo was unable to reach the partner in a reasonable amount of time to find a resolution, requiring Vrbo to cover the cost of finding emergency accommodations for the guest under our Book with Confidence policy.

Important: Partners who incorrectly report or falsely categorize a cancellation to circumvent EG fees may still be charged a fee and face other marketplace consequences, such as suspension or termination.

Cancellation Fee Structure

We will impose a fee starting at $50 USD for a partner-initiated cancellation. We will factor booking value and timing of cancellation when determining the fee amount:

If the reservation is cancelled within 48 hours of check-in, or after check-in, the fee is 50% of the reservation amount for the nights not stayed.
If the reservation is cancelled more than 48 hours, but within 30 days of check-in, the fee is 25% of the reservation amount.
If the reservation is cancelled more than 30 days before check-in, the fee is 10% of the reservation amount.

Reservation amount includes base rate plus all your defined fees (such as cleaning or pet). If the calculated fee is less than $50 USD, it will be adjusted to $50 USD. There is no limit or maximum fee amount. Cancellation fees will be invoiced to the partner or withheld from their next payout.

Additionally, partners who cancel (or are found responsible for a cancellation) will not receive the payout for that reservation. If the payout was already completed, future payouts will be reduced accordingly.

Temporary Suspension

Effective: May 23, 2024 (Global)

In conjunction with the Partner Cancellation Fee outlined above, we will impose a temporary 7-day listing suspension for any partner cancellations of an accepted booking:

Only the listing for which the cancellation was applied will be temporarily suspended.
Each cancellation will add an incremental 7-day temporary suspension to the impacted listing (example, 2 partner cancels applied to the same listing will result in a 14-day temporary suspension).
Temporary suspension will begin 10 days after the cancellation unless the partner requests and receives a waiver as outlined below.

Cancellation Waiver

We understand not all cancellations are within your control. Partners may be eligible for a waiver if they are able to adequately establish one of the following circumstances apply:

Force majeure events, such as natural disasters.
Government-imposed travel restrictions.
Traveller did or intends to break house rules (including unauthorized parties).
Maintenance emergencies or circumstances threatening traveller health and safety.
An error in Vrbo platform or services led to the cancellation.
Failure of the traveller to complete payments.
Suspected or probable risk of fraudulent behavior.

Important: Do note that temporary suspension begins 10 days from the date of cancellation. You must submit a waiver and have it approved within those 10 days to avoid temporary suspension.

You will have 30 days from the date of a partner-initiated cancellation to request a waiver to avoid cancellation fees.