If something unforeseen has come up and the guests are no longer able to attend the booking, they are recommended to reschedule for a date and time that is convenient before cancelling. A booking can be rescheduled multiple times, as long as the date has not already passed, and guests can reschedule up until 72 hours before the trip date from the system by selecting the Reschedule option. Learn more about helping your guests reschedule a booking.
If your guests cannot attend an experience and are not able to reschedule, they can cancel the booking and receive travel credits or a refund, according to the cancellation policy and their preferences.
Please note that cancellation takes place only when guests click the “Cancel booking” button. If they inform you about their will to cancel via chat or phone, verbally or written down, but do not confirm it in the system, it will not be registered as a cancelation. Please make sure to help your guests finalize the cancellation in the platform or to redirect them to our Support Team in case they are facing issues.