Reservation Cancellation - All Sites
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      1. Best Practices & Standard Operating Procedures
      2. Reservation Sales
      3. Reservation Cancellation - All Sites

      How to Cancel a Reservation

      Please follow these steps for all cancellations

      HOW TO CANCEL A RESERVATION


      Direct Booking / Scurto or with agent

      1. Copy and paste cancellation request in note
      2. Cancel the reservation – click the drop down on the green “check in” box and select cancel reservation.

      1. Void the booking fee in the FOLIO section  (only if 100% refund - 



      1. Refund Guest and email the refund receipt(s)
      2. Cancel city contract // Uncheck “city contract” tag
      3. Canceled reservation is complete


      Over →

      VRBO

      1. Same as direct booking cancellation (need to make sure they are within cancellation window to cancel without penalty – 2 weeks or more prior to reservation)
      2. Cancel the reservation – click the drop down on the green “check in” box and select cancel reservation.

      1. Void the booking fee in the FOLIO section – if less than 2 weeks from reservation “DO NOT VOID BOOKING FEE”

      1. Refund Guest and email the refund receipt(s)
      2. Cancel city contract // Uncheck “city contract” tag
      3. Canceled reservation is complete
      4. Respond in VRBO “Reservation has been canceled and refund has been issued. Please allow 7-10 business days for you bank to process.

      VRBO Cancellation Policy

      • 100% refund if you cancel at least 14 days before check-in
      • 50% refund (minus the service fee) if you cancel at least 7 days before check-in
      • No refund if you cancel less than 7 days before check-in

      Airbnb Cancellation / Marriott / Plum Guide

      1. Guest needs to request cancellation through airbnb
      2. Reservation will cancel automatically when the cancel on Airbnb
      3. There is NO REFUND that we process. Airbnb will handle all that
      4. Cancel City Contract
      5. Uncheck “City Contract” tag
      6. Canceled reservation is complete

      Booking.com

      1. These are very few but are handled just like a direct booking but please follow the cancellation policies for refunds. 

       



      CANCELLATION/REFUND Direct Bookings on www.acmehouseco.com or Via Phone*: 

      60 days or more, prior to Arrival date, Acme House Company will process a 100% refund except for special services ordered on behalf of the occupant. (Special services refunds are explained below)

       > 48 hours - 59 days prior to arrival, guests can obtain a full refund minus the booking fee and booking fee taxes. The booking fee is considered earned.

       < 48 hours prior to arrival, the full RENT AMOUNT is considered earned as well as the booking fee and associated taxes. All other costs and fees are refunded, except for special services ordered on behalf of the occupant. (Special services refunds are explained below)

       *Bookings on third party websites such as Airbnb, Booking.com, VRBO, Marriott Homes and Villas or Plum Guide may be subject to different cancellation policies set by the specific channel. Please refer to the cancellation policy on the site in which your booking occurred as this will be different than ours