Road trips can be full of unexpected changes, guests may need to cancel their bookings for personal reasons, such as changes in travel plans, unexpected circumstances, or simply rethinking their trip. If a guest with a booking asks to cancel, here's how to handle it:
If the guest cancels more than 7 days before check-in
If a guest cancels their booking more than 7 days before the scheduled check-in date:
- The full booking amount (excluding service fees) will be automatically refunded to the guest.
- Your spot will be available online again
If the guest cancels less than 7 days before check-in
If the guest cancels their booking within 7 days before the scheduled check-in date:
- No refund will be given to the guest.
- You will receive the full payout as agreed upon the booking.
- Your spot will be available online again
If you want to offer a refund outside of the cancellation policy
If the guest has not yet canceled their booking:
- You can go ahead and cancel the booking directly from your booking calendar.
- Once you successfully cancel the booking on your end, a full refund (excluding service fees) will be automatically issued to the guest.
If the guest has already canceled and you wish to offer a refund within 7 days of their check-in date:
- You can contact your guest directly via the roadsurfer chat or by phone.
- You can then arrange the refund payment directly to their IBAN.
If you need any further assistance, please fill out the contact form. Want to know more about how to reach your guest? Check this FAQ.