Managing reservations quickly and easily is a key part of the Fairly platform. Below is an overview of how changes are handled across our booking channels, and how the care team is involved.
Types of reservation changes
Guests can request different types of changes to their reservation:
Change dates (including adding or removing nights)
Change guest count
Add or remove pets
Cancel reservation
Reservation changes by booking channel
For Airbnb, Fairly has an automated system that handles most simple changes, while Vrbo requires more hands-on involvement from caretakers or homeowners.
Airbnb
Guests must request changes directly through the Airbnb app and website.
Fairly automatically processes simple requests (e.g., adding pets or nights during refundable periods) and flags complex ones (e.g., date reductions outside refundable periods) for caretaker/homeowner review.
Vrbo
Guests send free-form messages to the Caretaker to request changes.
Caretakers or homeowners must review requests, confirm availability, calculate any pricing changes, and manually update the reservation on Fairly's platform.
Note: Guests can cancel their reservation directly through Vrbo before check-in, without care team involvement.
What is the caretaker/homeowner role when a guest changes a reservation?
Airbnb
Most change requests from guests are simple date changes or adding guests. Instead of having to review each request, we’ve streamlined the process based on Airbnb’s cancellation policy and the type of change requested.
Automatic approvals – no action needed
Some changes are automatically approved and do not require any response from the homeowner or caretaker. You’ll see the update reflected in your Messages tab.
The guest is within the 100% refund window.
(Regardless of the change type.)The guest is extending their stay.
The guest changes occupancy.
(As long as it does not exceed your allowed guest maximum.)The guest adds or removes pets.
(As long as it stays within your pet policy.)
Requires your review – action needed
If the guest's change request is outside the 100% refund period and does not fall into the list above, we will notify you. You’ll receive an SMS alert and can review and accept/decline the request in Fairly.
Examples
Here are some examples of when change requests for Airbnb reservations are automatically accepted or require your review:
Guest cancels a reservation that is in 6 months, and your cancelation policy allows a full refund. | Automated |
Guest removes the 2 pets that were on their reservation. | Automated |
Guest changes their reservation from one night to two, and they are in the 100% refund period. | Automated |
Guest wants to change the number of guests. (Cannot exceed your max allowed guests.) | Automated |
Guest wants to extend their stay. | Automated |
Guest cancels a reservation that starts tomorrow. | Automated – refund is calculated by Airbnb based on your cancellation policy |
Guest wants to move their dates from checking in tomorrow to next month, and the cancellation policy is not in the 100% refund period. | Requires your review |
Guest wants to change their reservation from one night to two, and they are not in the 100% refund period. | Requires your review |
Guests wants to change their reservation from 6 nights to 2 nights, and they are not in the 100% refund period. | Requires your review |
It's important to know that when you accept changes that affect the check-in date, that the cancellation policy is now based on the new date.
Learn more about cancelation policies here.
What happens if you don’t respond to the request?
It is important that the homeowner or caretaker responds within 24 hours, so that your listing’s ranking is not penalized by Airbnb.
It is great customer service to respond to all guest requests so we encourage you to let the guest know your decision. If you do not respond, then the original reservation stays the same.
Vrbo
As a homeowner or caretaker, you are responsible for managing reservation changes for VRBO bookings. Since VRBO does not provide self-service tools for guests to make changes, such as adjusting dates or the number of guests, these updates must be handled through Fairly.
You will be able to send a link to guests to pay for additional charges and you will be able to immediately process refunds for the guest if the changes result in a lower price.
Remember, you can decline requests if necessary. If the guest’s request does not align with your cancellation policy or other rules, you can choose to decline it. Communicate clearly with the guest to explain the decision.
Steps to Manage VRBO Reservation Changes
Receive and review the guest’s request: Guests will message you directly through Vrbo, and you can view their messages under the “Messages” section on Fairly.
Confirm feasibility: Discuss with the guest to ensure availability and alignment with house rules.
Estimate costs: Use the “Change Reservation” tool to preview cost changes.
Send a payment link (if applicable): If the change requires additional charges, send a payment link.
Finalize changes once payment is made: Once the guest pays, the changes will be saved, and a confirmation email will be sent.
Refunds on Vrbo Reservation Changes:
If the reservation change lowers the price, the refund will be processed automatically to the guest’s original payment method within 7-10 business days.
No additional steps are needed by the guest. The refund will be displayed in the cost summary before confirming changes.
Detailed Steps
Detailed Steps
Receive a Guest Request:
Guests will message you directly through VRBO to request changes to their reservation.
You can view and respond to these messages in the Messages section on Fairly.
Discuss the requested changes with the guest to confirm feasibility (e.g., availability, house rules).
Estimate costs for date changes and pet changes:
You can estimate the costs of these changes by clicking on "Change Reservation" from the reservation panel. Input the changes and it will show you a preview of the price difference, if applicable.
Changing dates will usually result in a refund or additional charge for the guest.
Guest occupancy changes do not affect pricing. Keep in mind your house occupancy rules though.
Message the guest a link to pay for additional charges (if applicable):
If the change results in a higher price, the guest will need to pay the difference for the charges before the updates can be saved.
When you click "Send request", the guest will be notified in the message thread and provided a link to provide payment for the changes.
If another guest creates a reservation for these dates before the guest submits payment, this request will be canceled.
The link to provide payment will expire after 24 hours or by check-in. If the request is made during the stay, the link will either expire within 24 hours or by check-out at the latest.
Refunds do not require the guest to provide any form of payment. They will be refunded to the original card they used when they booked on Vrbo.
Guest provides payment:
After guest provides valid payment, the changes will be finalized.
The guest will receive an email notification from Fairly with the updated changes and cost they were charged outlined.
When the change results in a refund:
If the guest wants to change their dates and it reduces the price, you can easily refund the guest the difference and update the reservation at the same time.
Enter the changes and the expected refund will be displayed.
By submitting, the reservation change will be finalized. They will receive a refund to their original payment method (within 7-10 business days).
Refunds do not require the guest to provide any form of payment. They will be refunded to the original card they used when they booked on Vrbo.
FAQs
Can I transfer a reservation to another guest?
No, reservations must be canceled and rebooked by the new guest.
What happens if a reservation needs to be canceled after check-in?
Caretakers can initiate cancellations for emergencies through Fairly, and refunds will be issued based on the remaining stay and cancellation policy.
What penalties apply for caretaker-initiated cancellations?
Airbnb and Vrbo impose penalties, including fees and blocked availability. Valid reasons may qualify for fee waivers, which Fairly can assist with.