For example, if you need to make an exceptional cancellation for a Booking Engine reservation—such as issuing a full refund due to severe weather or other special circumstances—follow the procedure below.

For instructions on canceling a reservation according to the standard cancellation policy, please refer to:

Booking Engine – Canceling a Reservation According to the Cancellation Policy

Open the reservation in the check-in management section , and under "Room Info" select "...More Options" and then "Cancel Booking"

Process the refund or adjust the payment as needed.

If the reservation has already been paid in full, the Balance Due will be displayed as $0. Click Transaction.

To adjust the reservation revenue, click the line item with an amount listed in the Debit column.

If you are issuing a full refund and want to reduce the reservation revenue to $0, click Void.

If you want to charge only part of the reservation amount, select Edit Amount.

To refund a payment, click the line item with an amount listed in the Credit column.

Please click "Refund".

You can issue either a full refund or a partial refund.

The refund procedure above is available only for credit card payments processed through the Stripe or GMO (Fincode) account connected to AirHost.

Note: Reservations canceled manually can be found using the Canceled filter. Reservations canceled by an OTA can be found using the System Canceled filter.

Refunds are typically reflected within 5–10 business days. However, the actual processing time depends on the procedures of the guest's credit card issuer or bank.

For the exact refund timeline, please contact the relevant credit card company or bank.