Cancelling a reservation as a host

Sometimes you have to cancel a confirmed stay. Whichever rate the guest chose, they get 100% of what they paid back.

How to cancel

1. Go to Host → Reservations and open the stay.
2. Press Cancel reservation. The box reads: "The guest gets 100% back. Cancelling often can pause your listing."
3. Add an optional line to the guest, up to 200 characters, for example why you have to cancel.
4. Press Yes, cancel and refund (followed by the guest's name), or Keep it to go back.

You can cancel until the stay has ended, including after check-in.

The refund

• The guest paid by card on Spitio: the refund goes back automatically through your Stripe account, to the guest's card.
• The guest paid you another way: you refund the guest yourself. The stay appears under Refunds to do in Reservations, with the amount and this note: "The guest didn't pay through Spitio, so please refund them yourself. Spitio's team checks that it's done."
• The guest hadn't paid yet: there is nothing to refund.

If an automatic refund doesn't go through, the stay also appears under Refunds to do. Refund the guest from your Stripe dashboard; Spitio's team checks that it's done.

Afterwards

You and the guest both get an e-mail. The nights open again on your calendar and in the calendar link you send to other platforms.