As a direct booking platform, Dtravel is different from major OTAs. We firmly believe that nobody knows their hospitality business better than the operators themselves, which is why we’re building solutions that empower operators to build and manage their own booking site, and connect directly with their customers.
The way Dtravel handles cancelations is a good example of this. Unlike major OTAs, there aren’t public penalties for canceling a reservation. Dtravel as a business earns revenue when operators earn revenue, so our incentives are aligned with the operators’, but Dtravel won’t interfere with you running your business. How you cancel a reservation depends on your listing type.
For most listing types (including manual, Airbnb imported, and RentalWise)
- Log into Dtravel
- On the Reservation page, click or tap into a reservation
- Click on Cancel reservation button on the top right header, and click Initiate refund to cancel the reservation and refund booking value for the guest
- For fiat payments, Dtravel will attempt to automatically initiate the refund via Stripe’s Refunds API but it is your responsibility to ensure that refund went through.
- If it didn’t go through, it is likely that the funds were already paid out to your bank account and additional actions are needed (e.g. allow Stripe to initiate the refund from your bank account).
- For crypto payments, the refund will need to be manually triggered from your Smart Wallet.
For most PMS listings (excluding Hostaway, Uplisting, and more)
- Log into your PMS and locate the Dtravel-powered reservation you want to cancel
- Cancel the reservation on your PMS
- Initiate the refund manually (via Stripe or your Smart Wallet)
- Once the reservation is canceled on your PMS, it will take up to a few hours for the data to be synced with Dtravel (e.g. calendar updated).
Important notes:
- Stripe does not refund their ~3% fee. Learn more about their policy here.
- We highly encourage you to utilize the auto payment rules to minimize this risk.
- For fiat payments, Dtravel will always attempt to initiate the refund via Stripe’s Refunds API but it is your responsibility to ensure that refunds went through.
- Superhog insurance fee ($12) and the Dtravel treasury fee will be refunded (no TRVL giveback paid out).
- For fiat payments, the fees are refunded from Dtravel’s Stripe platform account to your connected account.
- For crypto payments, the fees are refunded from Dtravel’s wallet to your connected wallet.