Learn the difference between deleting and canceling a reservation in Hostaway, and when each action should be used.

How to Delete or Cancel a Reservation from Hostaway Channels and Vrbo?

How to Delete a Reservation?

If you need to delete a reservation, please submit a request specifying:

• Reservation ID

• Guest name

• Check-in date

• The reason why you would like to delete the reservation

• And confirming that the reservation has been canceled in the channel

Please note that deleting a reservation in Hostaway will not cancel it in the channel.

How to cancel a Hostaway reservation?

In the Hostaway Dashboard, you can only cancel Hostaway reservations (Direct/Hostaway Booking engine/WordPress reservations) and Vrbo reservations.

For other channels such as Booking.com or Airbnb, cancellations must be made directly on the channel or by contacting their support team.

If you would like to cancel a Hostaway reservation, follow the next steps:

1. Go to Reservations

2. Select the reservation

3. In the top right corner, click on the Cancel Reservation button

4. Confirm

Please note that the guest will not be automatically notified unless you have set up message automation for the cancellation event.

If a booking on a standalone listing - not cross-listed - is cancelled, the previously blocked dates/days should be automatically released and made available for new bookings.

For information related to the cancellation of bookings and cross-listings, please check this article.

How to cancel a Vrbo reservation?

To cancel a Vrbo reservation, please follow the next steps:

1. Go to Reservations
2. Search for the reservation
3. Click on Cancel Reservation
4. Select a reason
5. Confirm

Recommendations

1. You should avoid selecting the "Traveler" reason if the traveler did not request the cancellation on their side first.

2. You should receive an email in your mailbox and on Hostaway when a guest requests a cancellation

3. Vrbo fees might apply depending on the reason selected

You can refer to How to Set Up a Cancellation Policy for more information on editing cancellation policies for Vrbo and direct channels.

How do you cancel a reservation using the Hostaway app?

To cancel a Hostaway or Vrbo reservation, you should follow the next steps: 

1. Go to your Hostaway App
2. Search for the reservation you would like to cancel
3. In the top right corner, click on the three dots
4. Click on the Cancel booking button
5. Confirm
    

Cancellation Restrictions for Google Vacation Rental Reservations

• Currently, you cannot cancel reservations made through Google Vacation Rentals via the Hostaway App
• Google Vacation Rental reservations can be canceled from the web version of the Hostaway Dashboard 
• In the Hostaway App, you can only cancel Direct, Booking Engine, and Vrbo reservations