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
|
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:
|
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:
- Access the reservation page
- The reservation will show as Canceled.
- Adjust Statement:
- Option 1 - cancellation fee is charged, but NOT shared with the owner
- Set full statement to 0, by clicking on each line > Adjust > leave total line value > Save
- 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
- Option 2 - cancellation fee is charged, and shared with the owner
- RENT line item > Adjust > deduct the value not charged to the guest > save (skip this step if full rent value is charged to guest)
- 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.
- Option 3 - nothing is charged
- Set full statement to 0, by clicking on each line > Adjust > leave total line value > Save
- Set full statement to 0, by clicking on each line > Adjust > leave total line value > Save
- Option 1 - cancellation fee is charged, but NOT shared with the owner
- Adjust Payments:
- Options 1 and 2 (cancellation fee is charged):
- If payments have been made:
- If charged is more than it should:
- Refund overcharged amounts
- Cancel future payments (if any)
- If charges is less than it should:
- Cancel future payments (if any)
- Create a new payment with the additional amounts that need to be charged
- If charged is more than it should:
- If payments have not been made:
- Cancel all payments
- Create a new payment with the cancellation penalty amount
- If payments have been made:
- Option 3 (cancellation fee is not charged):
- If payments have been made:
- Refund all payments made
- Cancel all future payments (if any)
- If payments have not been made:
- Cancel all future payments (if any)
- If payments have been made:
- Options 1 and 2 (cancellation fee is charged):