How to Handle Refunds for Booking Site Reservations

1 week ago

Gretel

2 minutes

When a guest makes a reservation and pays through your Direct Booking Website, the reservation can be canceled and refunded according to your policy. There are three common scenarios:

1. Guest-Initiated Cancellation and Refund

Guests can cancel their reservation directly through your booking site:

Go to the Direct Booking Website and view the reservation details.
Click the “Cancel this Reservation” button.
The system will automatically apply your predefined cancellation policy, and the appropriate refund will be issued.

2. Host-Initiated Refund

As a host, you can issue a custom partial refund at any time before or during the stay:

In Hostex, go to the Reservation Details page.
Click the “Refund” button.
Enter the amount you’d like to refund and confirm the refund.

⚠️ Please Note:

Only reservations with the status Upcoming or In Progress are eligible for refunds.

Refunds are only available for bookings with online payments. Bookings made via offline or cash payments are not refundable via Hostex.

Multiple partial refunds are allowed.

Refundable amount = Total amount received – Total amount already refunded. You cannot refund more than the refundable balance.

For installment payments, partial refunds cannot exceed the amount already paid.

After a partial refund on an installment booking, the remaining balance is still calculated based on the original total price.

Host-initiated cancellations do not trigger automatic refunds. The host must manually process any refunds by clicking the ‘Refund’ button.

If you need help processing a refund or have questions about a specific case, feel free to contact Hostex support.