Cancelling a booking

Both hosts and guests can cancel a booking. Whatever the reason, Vilo runs the same enterprise flow: it works out the policy-entitled refund, frees the calendar, and notifies the other party.

How a host cancels

Open the booking in Dashboard → Bookings and click Cancel. A dialog shows exactly what the guest will be refunded under the booking's cancellation policy, and lets you add a reason (the guest sees it). Confirm, and:

• The booking moves to cancelled by host.
• The blocked dates are released so the room is bookable again.
• If the guest had paid, a refund request for the policy amount is created automatically and lands in your Refunds queue.
• The guest is emailed + notified.

How a guest cancels

Open the trip under My trips and click Cancel booking. The dialog shows the refund you'll get under the host's cancellation policy for your dates. Confirm, and the booking is cancelled, the dates are freed, your host is notified, and — if you'd paid — a refund request for the entitled amount is opened for you automatically.

How the refund is worked out

Every booking freezes the listing's cancellation policy at the time of booking, so the terms never change under you. When a cancellation happens, Vilo compares how many days before check-in it is to the policy's rules (e.g. 100% up to 30 days, 50% up to 7 days, 0% after) and refunds that percentage of what was paid. Cleaning fees and add-ons follow the same policy. The exact figure is always shown before you confirm.

Good to know

• Cancellation can't be undone — the dates are released immediately.
• A guest can cancel up to confirmation; once a stay is checked-in, contact the host.
• The refund request is processed from the Refunds queue (card refunds via the provider; EFT refunds are sent by the host).