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How do I refund the full amount for a cancellation?

I am supposed to have an active stay starting tomorrow. I received a text a 1 pm today asking to cancel. The owner broke her wrist today and is at the emergency room now. Needless to say she is not going on vacation any more. The owner is incredibly nice and even offered to send me a copy of the MRI or dr. note. I would like to give her a full refund. Is this possible? If so can someone walk me through how?

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Michelle T.

I've had this happen a couple of times and I have the client submit the cancellation (to make sure I'm not impacted). Then I email Rover support with a brief explanation and request they refund the client's full payment. Easy peasy

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Hillary H.

Hi, Rachel. If you go to your Inbox and click on Upcoming Stays, select the conversation with the client you've mentioned. On the left hand side of the page in the gray box, select Modify or Cancel (at the bottom). Here, select Modify, and you will have a text box to explain what has happened and ask for a full refund to be given to the client. If you choose Cancel, they will only receive a 50% refund for the first seven days of their stay per your refund settings, and it may impact your ranking if you cancel the stay. I hope this helps.

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Thank you Hillary, this helps :)

Rachel P.

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How do I refund the full amount for a cancellation?

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