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Refund your guest

It can happen to the best of Hosts: The wifi is a no-show, or the hot tub isn’t hot. If something gets in the way of your guest’s good time, you can send them a refund (minus the service fee) during or after their stay. We’ll notify them right away and process the refund within 48 hours.

Once you send the money, the transaction is considered final.

Refunds prior to check-in

To refund a guest before their check-in date, go to Reservations, select a reservation, and click or tap Send or request money.

To refund a guest:

Refund a guest on desktop

  1. Click Resolution Centre and then click Send money
  2. Select the guest that you want to send money to and click Next
  3. Under Select a reason, choose the reason that best describes your refund situation
  4. Click Next
  5. Enter the refund amount and add a message to your guest
  6. Click Next and then Send

Hosts should submit refunds or requests within 60 days after checkout.

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