How to Handle Refunds and Payment Issues for VRBO Reservations Managed via Hostaway

Managing refund and payment transactions for VRBO reservations through Hostaway requires understanding the integration's rules and processes. This guide provides detailed steps and policies to handle cancellations, refunds, payment disputes, and timelines effectively.

Refund Handling for VRBO Reservation Cancellations

Refunds for VRBO cancellations must be processed manually within Hostaway, as charges are made using the payment processor on your Hostaway account.

Steps to Process a Refund in Hostaway:

1. Log in to your Hostaway Dashboard and locate the reservation under "Reservations."
2. Select the canceled reservation.
3. Scroll to Payments > Invoices & Charges.
4. Click the dropdown under the charge and select Refund.
5. Enter the calculated refund amount and confirm the transaction.

Key Points:

• Refunds generally align with the net payout received (after payment processing fees).
• Payment processors, such as Stripe, typically do not refund processing fees unless explicitly covered by the host.
• Inform guests in advance about any deductions or additional fees.

Resolving Incorrect Reservation Amounts

If a guest disputes the reservation amount due to issues such as an invalid payment method or incorrect data transfer from Vrbo:

Troubleshooting Steps:

1. Send the guest the Hostaway Guest Portal link at Hostaway Guest Portal.
2. Request the guest to update or re-enter their payment details.
3. If the issue persists, escalate the situation by contacting Vrbo Support for further action.

Processing Refunds for Discontinued VRBO Listings

In cases where a VRBO reservation was made under a listing no longer managed by Hostaway, refunds should be processed directly via Vrbo.

How to Refund via Vrbo:

1. Log in to your Vrbo account.
2. Select the affected listing from your dashboard.
3. Locate the guest’s reservation in your inbox.
4. Find the Payment Schedule section.
5. Click Send Refund, specify the amount, and confirm.

If issues arise, such as Vrbo still showing the listing as managed by Hostaway, contact the Vrbo Integration Team at +1 877-239-2592 or via email at pm-support@vrbo.com.

Refund Timelines

Refund timelines vary depending on the guest’s financial institution. It typically takes 3–7 business days for the refund amount to reflect in the guest’s bank account.

Best Practices and Additional Notes

• Always clarify your cancellation and refund policies with guests before cancellation.
• Keep records of all transactions and interactions for transparency.
• Use Hostaway and Vrbo customer support for unresolved technical or procedural problems.

By adhering to these steps and understanding refund responsibility flows, hosts can ensure a seamless experience for themselves and their guests. Accurate handling of refunds and payments enhances guest trust and operational efficiency.