Once a reservation is selected from the Reservation List or a new reservation is created in MyVR, users will be redirected to the Reservation Detail page. From there, many actions may be taken to manage a reservation.
- Create a reservation
- Cancel a reservation
- Delete a reservation
- Modify/Change reservation terms
- Accept/decline booking request
- Request payment
- Charge a card on file
- Add a new credit card
- Issue refunds
Create a reservation
See "Create a new reservation" in the Understanding the Reservations List tutorial.
One of the first things to do with a new reservation is generate a quote. See Building a quote to learn how.
Cancel a reservation
Canceling reservations can only occur with direct bookings, or with bookings that came from Vrbo/HomeAway. Otherwise, to cancel a booking that occurred on a channel, contact the channel directly. See our Channel Cheat Sheet > Cancellations & Changes section for more details.
When a reservation is canceled, it will be removed from the reservations list view, but the inquiry will still be in the inbox with the option of archiving it for future reference.
To cancel a reservation, select Cancel Reservation from the Actions drop-down menu within the reservation details view.
Enter in a Cancellation Reason. This is required.
Click Cancel Reservation once more in the new window that appears to confirm the cancellation.
Note: When a reservation has canceled, any refunds from payments made by credit card are automatically issued once a refund is generated. This cannot be canceled or intercepted.
To view canceled reservations in the inbox, select Show Archived within the Filter Messages control panel. An active Show Archived status is indicated by a green check mark next to the Filter drop-down button.
De-select Show Archived to hide canceled reservations.
Delete a reservation
To delete a reservation, it must first be in a canceled state. Find canceled reservations in the reservation list view. Click on the canceled reservation to open the details view. Then select Delete Reservation from the Actions drop-down menu within the reservation details view.
When a reservation is deleted, it will be permanently removed from the inbox as well as the Reservation List. If the reservation needs to be viewed at a later point than it should be canceled instead.
Another window will pop up. Click on Delete Reservation once more to verify the cancellation.
Note: No refund will be issued and the renter will need to be manually refunded if they have already made a payment.
Modify or change reservation terms
Changing a reservation requires making a change to the terms. This is because reservation terms are the core, binding components of a reservation. They are what the renter and the Property Manager agreed to & include things like dates, number of guests, payment schedules, price, and more.
To start a change to the terms, head to the reservation and select Modify Terms from the Actions drop-down. Reservation terms are always defined by a quote, so to change them build a new quote.
If the reservation changes are slight, we recommend Build New Terms by Copying an Existing Quote option to transfer all of the original information into the new terms. If you want to completely overhaul the terms of the stay, you can Build New Terms.
Three options will be suggested for setting a new quote as the terms, which are outlined in our article for setting the reservation terms.
Accept or decline a booking request
If a reservation has been requested but not yet accepted, users can approve or decline within the Payments tab.
Send a request for payment to a sender within the Payments tab of the Reservation Detail page. Select Send Payment Request from the drop-down menu by the specific payment requested.
Verify by clicking on Send Request in the pop-up window. A request will automatically be sent to the renter's email address of record.
Charge a card on file
When a card needs to be charged that is already on file, go to the Payments tab of the Reservation Detail page and select Charge Credit Card from the drop-down menu for the specific payment being charged.
A Charge Credit Card window will pop up. Select the card on file to charge. The cards on file are listed beneath the window and accessible from the drop-down menu.
Add a new credit card
To add a card for a renter, go to the Payments tab of the Reservation Detail page and select Add Credit Card.
Enter new card information and click Add Credit Card when finished
IMPORTANT: If a credit card is updated, and there are existing scheduled payments, the credit card will need to be updated for the existing payments in order to charge the new card. To update the credit card, locate the future payment, and from the Actions menu, select Change Credit Card.
Directly refund credit card payment
Step 1: Go to the reservation, then go to the "payments" tab. Click Actions menu > Issue Refund
Step 2: In the Issue Refund window, select the payment to refund, enter the amount to refund and click Next Step.
Step 3: Check the amount of the refund entered in the previous window, add any notes for records. Click "next step" and "Confirm" to initiate the refund.
The refund will instantly be recorded as a line item in Reservations and Refunds on the payments tab. The refund will typically appear on the renter's credit card statement in 8-10 business days.
Refund a security deposit
Refunding a security deposit allows users to issue or record a refund specifically linked to a deposit
Step 1: On a Reservation, go to the Payments tab.
Step 2: Under Refundable Deposits, go the Actions menu and click "Refund Deposit."
Note: Once a refund associated with a credit card payment is generated, it cannot be canceled or intercepted.
Record refund for external payment
Step 1: To record a refund made to a renter for a payment which wasn't processed through MyVR (i.e. credit card over the phone, personal check, etc.), on the reservation click Actions menu > New Refund
Step 2: A refund window will appear. Select Record Refund and then click on Next Step.
Step 3: A Record Refund window will appear. Enter the amount and date of the refund, select options from a dropdown menu for the method employed to issue the refund (e.g. personal check, PayPal, Bank Transfer etc.) and type any notes for a record.
Click Record Refund when finished.