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Guest Cancellation Questions

Common questions asked by guests in relation to cancellations

Tech Team avatar
Written by Tech Team
Updated over a week ago

Where can I find which cancellation policy applies to a home?

  • On every home's listing page, under the "Booking Policies" section towards the bottom of the page, you will see which cancellation policy applies.

  • The terms of cancellation will be repeated on the checkout page, before you make a payment.

  • Once you have booked a home, you can find the cancellation policy applying to your stay in the booking confirmation email, and in your trip page.

How do I cancel my booking?

It's easy to cancel a booking:

  1. Login to your account.

  2. Go to Trips and select the upcoming trip you wish to cancel.

  3. Scroll down to the bottom of the page and find the cancellation policy section.

  4. Click Cancel my booking.

  5. Check the details and confirm your cancellation.

How long does it take for my payment to be refunded?

If you paid via credit card, your funds will leave us to return to you instantly. However it can take 3-5 days for the funds to appear on your account.

If you paid via bank transfer, our Customer Care team will reach out to you we will require your account details to process your refund – our Customer Care team will reach out to you.

What happens if the host cancels my booking?

In the rare event that your host cancels your booking, our Customer Care team will be on hand to help try to find you a suitable replacement home from our collection, priced between 20% and 50% more expensive than your original booking (depending on the timing of cancellation).

  • If your host cancels 48 hours+ after your booking has been confirmed, we will do all we can to find you a new Plum home, priced up to 20% more expensive.

  • If they cancel within 5 days of check-in, it’s up to 50% more expensive.

If a suitable replacement cannot be found, you are always entitled to a full refund instead.

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