Support Home Reservations Reservation Management

How to handle cancellations

Depending on the channel the booking is made, the cancellations should be handled in a different way:

Channel How to cancel Notes
Vrbo / HomeAway

3 possible options

  1. Guest can cancel in Vrbo.
  2. Guest can cancel with you and you cancel the booking in Kigo, cancellation is synced to Vrbo.
  3. You can cancel in Kigo
Options 2 & 3: If you cancel the booking in Kigo, it's very important to set the cancellation reason so Vrbo receives the right one.
Airbnb Either the guest or you need to cancel the booking in Airbnb. Cancellations made in Kigo will not sync to Airbnb.
Booking.com

Guest cancellation: needs to be done on B.com.

PM cancellation: the options depend on the cancellation reason:

  1. No show: cancel from Kigo, it will sync to B.com. 
  2. Invalid CC: cancel from Kigo, it will sync to B.com. CC needs to have been reported as invalid some time before cancellation is made. 
  3. Others: manually cancel on B.com
 Regular cancellations made in Kigo will not sync to B.com
Expedia Guest or you need to cancel in Expedia, independently of the reason
Other channels Guest or you need to cancel at the channel, independently of the reason. You will also need to cancel the reservation in Kigo. 

When a cancellation is triggered by a channel partner, remember to modify the statement and payments accordingly in Kigo. 

Step-by-step guide

Follow the steps:

  1. Access the reservation page
  2. The reservation will show as Canceled. 
  3. Adjust Statement:
    1. Option 1 - cancellation fee is charged, but NOT shared with the owner
      1. Set full statement to 0, by clicking on each line > Adjust > leave total line value > Save
      2. Add line item > Cancellation fee > add value > save
        This reservation will not appear on the Onwer statement for the month, as it's cancelled with revenue not shared with the owner

    2. Option 2 - cancellation fee is charged, and shared with the owner
      1. RENT line item > Adjust > deduct the value not charged to the guest > save (skip this step if full rent value is charged to guest) 
      2. All other line items > Adjust > leave total line value > Save (this will set them to zero)
        This reservation will appear on the Owner statement for the month, with the value of the rent "left" as value from which the owner commission is calculated.

    3. Option 3 - nothing is charged
      1. Set full statement to 0, by clicking on each line > Adjust > leave total line value > Save

  4. Adjust Payments:
    1. Options 1 and 2 (cancellation fee is charged):
      1. If payments have been made:
        1. If charged is more than it should:
          1. Refund overcharged amounts
          2. Cancel future payments (if any)
        2. If charges is less than it should:
          1. Cancel future payments (if any)
          2. Create a new payment with the additional amounts that need to be charged
      2. If payments have not been made:
        1. Cancel all payments
        2. Create a new payment with the cancellation penalty amount
    2. Option 3 (cancellation fee is not charged):
      1. If payments have been made:
        1. Refund all payments made
        2. Cancel all future payments (if any)
      2. If payments have not been made:
        1. Cancel all future payments (if any)


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