Support Center

How do I cancel or change the dates of a Reservation?

If you are a Guest cancelling a reservation you made:

Please note: If you are canceling on behalf of the Host, please submit your request here so it is processed as a Host Cancellation.

For Guest cancellations, please discuss this cancellation with your Host, and then simply log into your DogVacay account and go to the Bookings Section.

Once you locate the correct reservation, scroll down and select “Request Cancellation”. Select a cancellation reason and click “Send Request For Cancellation”. You will receive an email confirmation when the cancellation is complete and any refund due will appear back on your card in 2-5 business days.

To shorten a reservation:

Please discuss this modification with your Host, and then contact the DogVacay Customer Care team to process it for you. Please submit your request here with the new dates, name of your pet(s) and the reservation number.

To extend an existing reservation:

Please discuss this modification with your Host. Because your card has already been authorized for the original amount, DogVacay cannot add time to an existing reservation. You can submit another Reservation Request for the additional night(s), or ask your Host to send you a Custom Quote.

To modify a pending reservation:

Please ask the Host to decline the original one and you can create a new request.

Host cancellation policies:

Hosts are able to select one of three different cancellation policies, except in the case of daycare reservations. These policies are included on their public profile, as well as on your confirmation receipt. You are charged at the time that your booking is accepted; should you need to cancel, you are refunded according to the cancellation policy that your Host has selected less any non-refundable booking fees.

The cancellation policies are:

  • Flexible: Guests can receive a full refund (minus any service fees) if they cancel by noon local time the day before the Vacay start date. Guests will be charged for 50% of the booking total, up to $50, if they cancel after that time.

    For example, a Vacay that begins on Thursday must be canceled by Wednesday at noon.

  • Moderate: Guests can receive a full refund (minus any service fees) if they cancel 3 days prior to the Vacay start date. Guests will be charged for 50% of the booking total, up to $50, if they cancel after that time.

    For example, a Vacay that begins on Thursday must be canceled by Monday.

  • Strict: Guests can receive a full refund (minus any service fees) if they cancel 7 days prior to the Vacay start date. Guests will be charged for 50% of the booking total, up to $50, if they cancel after that time.

    For example, a Vacay that begins on Thursday must be canceled by Thursday the previous week.

  • DaycareGuests will be entitled to receive a full refund (minus any service fees) if they cancel at least two days before the start of the individual daycare session, and 50% if they cancel thereafter. For example, if the daycare session begins on Thursday, you must call by 11:59pm PST on Tuesday for a full refund.
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