Good news, we now calculate refunds on the total booking value, including our service fees which were previously non-refundable. This means that, when you are entitled to a full refund, we also refund our service fee in full, and when you are entitled to a 50% refund, we also refund 50% of our service fee.
Relaxed
• Guests receive a full refund of the total booking value for cancellations made at least 24 hours before the local check-in date and time which is specified in the booking confirmation email.
• No refund for cancellation requested within 24 hours of local check-in date and time.
Reasonable
• Guests receive a full refund of the total booking value for cancellations made at least 5 days before the local check-in date and time which is specified in the booking confirmation email.
• No refund for cancellation requested within 5 days of local check-in date and time.
Reasonable 30
• Guests receive a full refund of the total booking value for cancellations made at least 30 days before the local check-in date and time which is specified in the booking confirmation email.
• No refund for cancellation requested within 30 days of local check-in date and time.
Reasonable 60
• Guests receive a full refund of the total booking value for cancellations made at least 60 days before the local check-in date and time which is specified in the booking confirmation email.
• No refund for cancellation requested within 60 days of local check-in date and time.
Moderate
• Guests receive a full refund of the total booking value for cancellations made at least 30 days before the local check-in date and time which is specified in the booking confirmation email.
• Guests receive a 50% refund of the total booking value for cancellations made at least 7 days before the local check-in date and time which is specified in the booking confirmation email.
• No refund for cancellation requested within 7 days of local check-in date and time.
Firm
• Guests receive a 50% refund of the total booking value for cancellations made at least 7 days before the local check-in date and time which is specified in the booking confirmation email.
• No refund for cancellation requested within 7 days of local check-in date and time.
Super Firm
• Guests receive a 50% refund of the total booking value for cancellations made at least 14 days before the local check-in date and time which is specified in the booking confirmation email.
• No refund for cancellation requested within 14 days of local check-in date and time.
Super Firm 30
• Guests receive a 50% refund of the total booking value for cancellations made at least 30 days before the local check-in date and time which is specified in the booking confirmation email.
• No refund for cancellation requested within 30 days of local check-in date and time.
Super Firm 60
• Guests receive a 50% refund of the total booking value for cancellations made at least 60 days before the local check-in date and time which is specified in the booking confirmation email.
• No refund for cancellation requested within 60 days of local check-in date and time.
Commonly asked questions about trip cancellations
How do I cancel my booking?
If you’d like to cancel a booking, it’s easy. Connect to your account and follow the steps below:
Go to Trips and select the upcoming trip you wish to cancel
Scroll down to the bottom of the page and find the cancellation policy section
Click Cancel my booking
Check the details and confirm your cancellation
How long does it take to get a refund?
If you are due to be processed a refund according to your cancellation policy, it should be with you within the next 5 to 7 days and is dependent on your bank’s processing times.
Can I change the dates of an existing booking?
Depending on the home availability, you might be able to change your booking dates. If you’d like to change your booking dates please complete this form. Please note that if your desired dates are not available, or the host is unable to accommodate a date change, your original booking dates will remain.
Additional support
If you have any additional questions, contact our Customer Care team, they will be happy to help.