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How to Manage the Cancellation Policy for Your Listings

Learn how to update cancellation policies for Airbnb, Booking.com, and VRBO listings in PropertyStack or directly via the OTA portals.

Pappu Shah avatar
Written by Pappu Shah
Updated over 3 weeks ago

Objective

This article guides you through how to manage or update the cancellation policy for listings connected to Airbnb, Booking.com, and VRBO. Ensuring the correct cancellation policy is set helps manage guest expectations and aligns with your business needs.

Airbnb – Managing Cancellation Policy via PropertyStack

You can set or update Airbnb cancellation policies directly within PropertyStack after your listing has been mapped.

Steps:

  1. Go to the Settings menu (bottom left gear icon).

  2. Select Integrations from the left-hand panel.

  3. In the OTAs tab, locate Airbnb and click the right arrow or Connect.
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  4. Choose the relevant Airbnb account, then click Map or Edit for the listing.
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  5. In the Rate Plan Mapping view, click the three-dot menu (⋯) and select Edit.
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  6. Proceed through:

    • Step 1 – Profile

    • Step 2 – Listing Rooms

    • Until you reach

    • Step 3 – Availability & Booking Settings

  7. Scroll down to the Booking Rules section.

  8. Choose the appropriate Cancellation Policy from the dropdown (e.g., Flexible, Moderate, Strict).

  9. Click Next, then Finish to save your settings.
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Booking.com – Managing Cancellation Policy via Booking.com Extranet

Cancellation policies for Booking.com must be managed directly through the Booking.com Extranet. These settings are not controlled through PropertyStack.

Steps:

  1. Go to your Booking.com Extranet.

  2. Navigate to the Property tab.

  3. Select Policies.

  4. Scroll to Cancellation and prepayment policies.

  5. Adjust the rules as needed (e.g., refundable, non-refundable, number of days before check-in, etc.).

  6. Save your changes.
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VRBO – Managing Cancellation Policy via PropertyStack

For VRBO, you can configure cancellation policies within PropertyStack while mapping your listings.
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Steps:

  1. Go to Settings > Integrations > OTAs tab.

  2. Click on the Connect or arrow next to VRBO.
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  3. Locate your listing and click Edit next to the correct rate plan.
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  4. In the VRBO setup interface, move to the Availability & Booking Settings tab.
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  5. Scroll to the Cancellation Policy section.

  6. Select from the available options:

    • Relaxed

    • Moderate

    • Firm

    • Strict

    • No Refund

    • Custom
      ​

  7. Review the policy description displayed below the selection.

  8. Click Next until you reach final page, then Finish to save your settings.

Conclusion

Maintaining an accurate and well-defined cancellation policy is crucial for managing guest expectations and reducing disputes. While Airbnb and VRBO policies can be updated directly in PropertyStack, Booking.com policies require updates via the Extranet. Always ensure your selected policy aligns with your business strategy and seasonal needs.

If you need further assistance, feel free to contact our support team at [email protected].

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