Change or cancel a booking

You can change or cancel any booking from its page in Kipdown, and choose what the guest pays or gets back. Guests can also change their dates, add extras or cancel from their own booking link, if you’ve switched that on. They can do this only within the limits below.

Changing a booking

Open the booking and press “Change” beside the stay. You can change the stay, how many, which places, the dates, adults, children and extras. Then choose the price:

• “Keep the price it was booked at”
• “Charge today’s price for the new details”
• “Charge a different price”, to set your own

To tell the guest, tick the box to email them the new details. On a computer, you can also drag a booking on the calendar to change its dates or move it to another named place. The price stays the same when you drag, and the guest isn’t emailed.

If the stay has named places, “Move to another” moves the guest to a different one. Bookings that came in from another site’s calendar, such as Hipcamp, can’t be changed in Kipdown, only cancelled.

Cancelling and refunds

To cancel part of a booking, press “Cancel this stay” beside it. To cancel all of it, press “Cancel this booking”. Kipdown suggests a refund from your cancellation terms, and you can change the amount. Choose whether to email the guest to say it’s cancelled.

To give money back at any other time, press “Refund”, enter the amount, and choose how it was “Paid back”: “To their card”, “Back onto their gift voucher”, “Cash”, “Bank transfer”, “Cheque” or “Another way”. A refund to a card can’t be more than the card paid. Card refunds go back through your Stripe account, and refunds you make in your Stripe Dashboard show on the booking too.

What guests can do from their link

Guests don’t need a login. Their emails from you include a private link to their booking page. If a guest loses theirs, use “Send them a new link” on their booking, and the old one stops working.

From their booking page, guests can pay what they still owe once card payments are on, see your bank details if you take bank transfer, and print or save a receipt.

You decide whether guests can change or cancel online in Settings → Bookings → “Payments”, under “If guests cancel”:

• “Guests can change their dates and add extras online”, up to a number of days before arrival you choose. Guests see the new price before they confirm. If it goes up, they pay the difference on the page. If it goes down, they’re told “We don’t refund the difference automatically: we’ll be in touch about it.”, so you refund it yourself with “Refund”.
• “Guests can cancel online from their booking page”, for a confirmed booking, up to the day before arrival. To cancel, they’re emailed a six-digit code, which lasts 15 minutes. Before they cancel, they’re told what they’ll get back under your terms.

When a guest cancels online, money paid by card or gift voucher goes back automatically. Money they paid any other way, such as cash, bank transfer or before you moved to Kipdown, isn’t refunded automatically, but they’re still told the full refund figure. Refund that yourself and record it with “Refund”.

If you haven’t switched these on, guests are asked to contact you to change or cancel.

What guests can’t change themselves

Guests can’t do these online, so they’ll need to contact you:

• change the number of guests
• take an extra off
• change one stay of a booking when the stays have different dates
• cancel one stay of a booking that holds several, because they’re paid for and cancelled together
• change or cancel a booking waiting for a bank transfer, or one from another site’s calendar

Your day in Kipdown explains a booking’s page in full.

Can't find what you need? Email hello@kipdown.com and a person will reply.