Modifying or Canceling Bookings
How to make changes or cancel a booking.
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What is the cancellation policy for RV hosts?
We celebrate that RVezy's hosts honour their bookings and support their guests.
Unfortunately, some actions, like host cancellations, can disrupt a guest's plans and break our community's trust. RVezy acknowledges that some cancellations are necessary and outside a host's control, but we also know that hosts can prevent the most common kinds of cancellations.
When an RVezy host cancels on a guest for preventable reasons - like accidentally double-booking or forgetting to block their calendar for personal use - guests lose confidence in the booking process and will look elsewhere for a rental RV.
When a guest books on another platform instead of booking with RVezy, it hurts all of our hosts and the RVezy community as a whole.
RVezy always looks for ways to support our hosts and guests, and the host cancellation policy is just one way we can continue supporting our community.
How the host cancellation policy works
Host cancellations are rare, but unfortunately, they happen. When a host cancels a confirmed booking or is responsible for a cancellation for preventable reasons, RVezy holds the right to collect fees to help absorb the costs of finding a replacement RV or imposing other penalties. These penalties and fees reflect the impact these preventable cancellations have on RVezy, our guests, and the broader host community as a whole.
The cancellation policy will not impact the host when that host has to cancel because of extenuating circumstances or specific and valid reasons beyond their control.
Cancellation fees
RVezy will impose a cancellation fee of USD/CAD$100*, which we will use to offset the cost of finding your guest a replacement RV. RVezy typically withholds these fees from the host's next scheduled payout(s). In addition to the fees and penalties set out in this policy, hosts will not receive the payout for the cancelled booking.
*Note: A cancellation fee of USD/CAD$250 will be imposed for the cancellation of an instant booking.
Other penalties
In addition to the cancellation fees, RVezy will block the booking calendar from accepting another booking during the affected dates and will post an automated guest review on your listing to indicate the cancellation. This review has no impact on your overall rating. However, hosts who repeatedly cancel confirmed bookings without a valid reason may experience further penalties, such as suspending or removing your listing and account or lowering your listing in the search results. Please see our terms of service for more details.
Situations in which fees and penalties may not apply
At RVezy, we understand that canceling a booking may be out of your control and not preventable. In these situations, we will waive the cancellation fee and other penalties. For example, if a host cancels because of extenuating circumstances, such as guest concerns, or if the RV is unfit for the road because of an accident or damage preventing it from going on a trip.
If a host needs to cancel for the above reasons, the cancellation fee and other penalties will still apply. However, if your cancellation circumstances align with our terms of service, you may ask to have your case reviewed by a member of our support team.
Hosts who believe one of these situations applies will be required to contact our support team and provide documentation to support the cancellation. After evaluating the provided evidence, we will determine whether or not the cancellation will be penalty-free.You can consult this article for more information: How can I apply to remove cancellation penalties?
Natural Disasters
If you have a confirmed booking with a guest that is impacted by a natural disaster (flood, forest fire, etc.), you have two options to proceed:
- Discuss the possibility of postponing the guest's trip to a later date.
- If their trip cannot be postponed and must be cancelled, this qualifies as an extenuating circumstance as per our policy. You will have to cancel the booking and contact RVezy for the cancellation penalties to be waived. The guest will receive a full refund of all fees paid.
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How can I apply to remove cancellation penalties?
As an RV host, we understand that circumstances out of your control may result in needing to cancel a confirmed booking. In those instances, cancellation penalties will still apply. However, if you feel that your reason for canceling is valid, you can contact our support team and apply to have your penalties removed.
What is considered valid circumstances?
RVezy has outlined a review process for the following cancellation reasons:
- Extenuating circumstances
- RV is not fit for the road
In order to have the cancellation penalties removed due to the above reasons, documentation must be submitted to our support team for review.
What qualifies as an extenuating circumstance?
Extenuating circumstances can include the following:
- Family or medical emergency
- Natural disasters
What makes an RV unfit for the road?
An RV may be deemed unfit for the road in the following situations:
- Mechanical issues have rendered the RV unable to be driven (engine or transmission issues, towing components, tires, etc.);
- Core components of the RV (such as slide-outs, etc.) are unusable;
- Exterior damage rendering the RV unsafe to be driven;
- Etc.
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What is a booking change request and how can I accept or decline it?
In certain cases, a guest or host might need to make changes to their confirmed booking (e.g. extending or shortening the trip, selecting or removing add-ons, etc.). To make these changes, they'll need to send a booking request to the other party for review.
Note: If either party would like to make a change to a booking, it's important not to cancel the booking. When a booking is cancelled, our cancellation policy automatically takes effect and the cancellation cannot be reversed. Instead, open your booking details page and click the 'edit booking' button.
Sending a booking change request
If you would like to make a change to the booking, open up the booking details and navigate to the bottom of the page. From there, you'll have the option to edit the booking. Once the request is sent, the other party will have the option to accept or decline.
When a booking change request is submitted by either guest or host, the other party will be given the option to accept or decline. On the booking details page, you will be prompted to review the change request. Additionally, the message center will populate to outline the details of the change.
Accepting or declining the request
To accept or decline a change request, click on View request. You'll be able to review the requested changes as well as their impact on your payment or payout.
If you'd like to accept their changes, simply click on Accept. Both parties will be notified that the change was accepted and the booking will be updated accordingly. This will result in a charge or refund to the guest's original payment method, if applicable, and an update to the host's payout amount.
If you'd like to decline the changes, simply click on Decline. You'll need to provide a reason to the other party before confirming your decision.
After clicking on Decline & Send, the other party will be notified. The requested changes won't be applied and the booking will remain the same.
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What should I do if I need to cancel a booking because my RV is damaged or unfit to be rented?
As a host, we understand that unexpected things can happen to your RV that may render it damaged or unfit to be rented.
In this situation, the first step is to contact the guest as soon as possible to inform them of this situation and discuss the next steps.
The next step would be to cancel the booking. This would be considered a host cancellation, therefore the guest will be fully refunded as per the cancellation policy. Hosts do not receive a payout for a host cancellation, even if it is due to the RV being damaged or unfit.
Additionally, you should contact us so we can get in touch with the guest and help them find another RV for their trip.
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Will I be compensated for any booking cancellation caused by damage from a previous rental?
As a host, you may be compensated if you are required to cancel a booking due to damage to your RV occurring from a previous rental if you've added RVezy's payout guarantee to your booking.
For more information on RVezy's payout guarantee, please consult the following: