How do I allow guests to rebook for another time instead of cancelling?
If a guest is no longer able to keep a booking they've made, that doesn't always mean they need to cancel. Where possible, we'll liaise with you to help arrange another date so that you don't lose out on booking revenue.
If the guest doesn't yet know when they'd like to travel again, you can offer them a Rebooking Credit for the same amount that they originally paid.
Rebooking Credit may not be available for bookings made via certain sites where the money the guest paid was collected by the site (for example Airbnb). In these cases, the original cancellation terms will apply.
How does Rebooking Credit work?
Your original booking will be cancelled and the payout amount on your booking details page set to zero.
We'll send your guest a voucher code which they can use to make another booking at your property, and a link to the online booking page. By default, we'll direct them to the same property listing that they originally booked, but you can suggest other properties that they might like to book instead; for example if the original property is fully booked for the time they'd like to travel. Just let us know which of your listings are eligible and we can pass this on to your guest.
Once the new booking is confirmed, we'll send you a confirmation. This booking will operate like any normal booking, so you'll receive your payout in accordance with the new check-in date and your normal cancellation policy will apply. For more information or to arrange a Rebooking Credit for your guests, email bookings@your.rentals
Rebooking Credit Terms & Conditions
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The code can be redeemed once per guest per booking
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The code can be used for the original listing, or selected listings with the same host.
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The code must be redeemed within 12 months after cancellation date.
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The check-in date for the new booking must be within 18 months after cancellation date
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If the new booking has a lower price, the difference will be refunded to the guest
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If the new booking has a higher price, the remaining amount needs to be paid when completing the booking. For security reasons, the guest is required to complete the payment within 24 hours of making their rebooking, otherwise the booking will be cancelled and you will receive the credit amount less our fee.
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Rebooking Credit may not be available for bookings made through certain sales channels (for example Airbnb). In these cases, the original cancellation terms will apply.
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If the code is not redeemed within the eligible period, you will receive your payout in accordance with your usual cancellation policy. If the booking was cancelled due to Extenuating Circumstances, you will receive no payout.
What happens if the guest changes their mind?
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If you arrange Rebooking Credit due to Extenuating Circumstances, for example for a booking affected by the Coronavirus outbreak, the guest can change their mind and request a full refund of their total paid amount any time up to 12 months after the cancellation date.
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If the rebooking is NOT due to Extenuating Circumstances, the guest can still change their mind and opt for a refund any time up to 12 months after the cancellation date, but this will be in accordance with the original booking's cancellation terms. For example, if they should have received a 50% refund for canceling their original booking, they would be entitled to a refund of 50%, and you would receive cancellation fees in accordance with the original booking's terms.