The guest cancellation policy is set by you and you are subject to a host penalty for cancelling reservations. There will be limited circumstances whereas as a result of COVID-19 the cancellation policy and the host penalty may not apply legally. Please reach out via the host help form to discuss whether this applies to your booking.
COVID-19 related cancellations
As a result of COVID-19, there will be circumstances where it is not possible for you to host or for your guest to travel and so the booking contract may be cancelled without penalty.
If a guest made a booking with us but find themselves affected by one of the following, we will always refund the guest in full:
The guest is living in an area where travel is not permitted
The guest is supposed to travel to an area where travel is not permitted
The guest is tested positive for Covid before their trip and will be self-isolating at the time of your booking
If the guest isn't in one of the groups above, our usual terms & conditions and cancellation policies apply.
What does this mean?
With travel restrictions rapidly changing, we are currently reviewing all cancellations on a case by case basis.
If your guest’s check-in is more than one month away, we would request you not to contact us unless you are sure you want to cancel in line with our host penalty.
NOTE: From 15 March 2020 your guests chosen cancellation policy will apply regardless of Coronavirus in most cases. We recommend to our guests selecting a home with a flexible cancellation policy that allows them to cancel in case their plans change. If they choose not to book a home with a flexible cancellation policy, we recommend for them to be taking out suitable insurance coverage.