Please follow these steps for all cancellations
HOW TO CANCEL A RESERVATION
Cancellations: The Basics
- Requests for cancellations can come in via email, text, or phone.
- Always follow the cancellation policy that applies to the specific reservation. Keep in mind, each booking platform (Airbnb, VRBO, Marriott, etc.) might have its own rules that are different from ours (Acme).
- To cancel a reservation, you need to open the reservation up in Track and use that drop-down menu in the top right corner (it's on the green "check in" button).
- If the guest is getting a full refund, you need to void the booking fee in the "folio" section.
- If the guest owes more than just the booking fee, you'll have to enter a cancellation fee (which gets split between Acme and the owner).
- Don't forget to cancel the city contract, it's the last step!
- For 3rd party platforms, the guest is supposed to cancel themselves, not the agent. Once they cancel, we'll get an email notification.
Cancellation Policies: By Platform
- Airbnb: It's a "Firm" policy.
- Full refund if they cancel at least 30 days before check-in.
- 50% refund if they cancel between 7 and 30 days before check-in.
- 100% payment if they cancel less than 7 days before check-in.
- Full refund if they cancel within 48 hours of booking AND it's at least 14 days before check-in.
- VRBO: It's a "Relaxed" policy.
- 100% refund if they cancel 14 days before check-in.
- 50% refund if they cancel 7-14 days before check-in.
- Marriott: 14-Day Policy
- Grace Period: Free cancellation within 48 hours of booking (if booked 11 days before arrival) or within 24 hours (if in California booked 3 days before arrival).
- Payment: 100% payment if booking within 14 days of arrival, or 50% now, 50% later if booking earlier. 100% paid with points.
- Cancellation: No refund within 14 days, 100% refund if more than 14 days.
- Acme:
- Short-Term Stays (28 nights or less):
- Full refund if cancelled within 48 hours of booking.
- 100% refund if 60+ days before arrival.
- Refund (minus booking fee) if 30-59 days before.
- 50% refund (minus booking fee) if 8-29 days before.
- No refund if 7 days or less.
- Long-Term Stays (29 nights or more):
- 100% refund if 6+ months before arrival.
- Refund (minus booking fee) if 91 days - 6 months before.
- 50% refund of rent (other fees refunded, minus booking fee) if 60-91 days before.
- No refund of rent or booking fee (other fees refunded) if 60 days or less.
- Short-Term Stays (28 nights or less):