What is the cancellation policy?
Hosts are responsible for choosing cancellation policies, and these are clearly displayed on both the home's listing, on the booking page, and in your confirmation email. For the details of the cancellation policies available please go here.
What is your COVID cancellation policy?
If you can’t travel due to Covid-19 restrictions, we’ll always refund you in full.
The full details are here.
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
Hosts select their own cancellation policy and they vary from home to home, so it is important to read the terms prior to booking.
What happens if the host cancels my booking?
Because of the strict quality controls our hosts have to go through, host cancellations are very much the exception rather than the norm. Unfortunately, some things are beyond our control and therefore we can't rule them out completely.
In the rare and regrettable instance that your host cancels your booking, you will not be left scrambling. Our dedicated Customer Care team are on hand to help put you in a suitable, Plum-certified replacement. We will also charge the host a 20% cancellation fee which we put towards upgrading you to an even better alternative.
This process will be done with you, to ensure that you are happy with any replacement, and you do always have the option of receiving a full refund instead.