Understanding your cancellation policy options is essential for protecting your income and managing guest expectations. Here’s a guide to how cancellations work, your payout protections, and how to handle property issues.

Choosing Your Cancellation Policy

To give you more control over your listing, we have moved away from a single standard policy. You can now select the policy that best suits your property type and seasonal needs.

• Flexible & Moderate: Best for attracting more bookings; these offer guests full or partial refunds if they cancel within 1 to 5 days of check-in.
• Limited & Firm: Provide a balance of flexibility and protection, with tiered refund windows (Full, 50%, or No Refund) based on the lead time before check-in.
• Strict: Protects your calendar by only allowing a full refund if the guest cancels within 48 hours of making the booking.
• Non-refundable: Offers maximum protection; once a guest pays, no refunds are processed.

💡 Host Tip: While stricter policies protect your revenue, properties with Flexible or Moderate policies are often more attractive to guests. Providing more flexibility can lead to higher search visibility and an increase in total bookings, especially for travelers planning well in advance.

What this means for your payout: Your payout is determined by the specific policy you have active at the time of booking. If a guest cancels outside of their eligible refund window, your payout remains protected according to the terms of your selected policy.

Host-Initiated Cancellations

We understand that unforeseen circumstances may occasionally arise. However, host-initiated cancellations are heavily discouraged as they significantly disrupt guest plans and impact the platform's reliability.

We reserve the right to apply penalties for host-initiated cancellations. To minimize impact, if you absolutely must cancel a booking, please do so as early as possible (ideally within 48 hours of the booking being made) and contact the guest immediately. Any host initiated cancellations will result in a full refund to the Guest.

Reimbursements & Damages

If a guest causes damage to your property or personal belongings, it is your responsibility to seek reimbursement.

1. Document the Damage: As soon as you notice any damage, take clear photos and videos. Gather receipts or professional estimates for the cost of repair or replacement.
2. Contact the Guest: Reach out to the guest directly to discuss the situation and attempt to resolve the reimbursement amicably.

Need further assistance? If you face any issues with a cancellation, or if you and a guest cannot reach an agreement regarding damages, please contact our customer support team and we will be happy to help.