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 do I find the cancellation policy of a chosen home?

Before you book a stay, the cancellation policy will be shown on the home listing page and repeated on the checkout page. Once you booked a stay, the cancellation policy that applies will appear in the booking confirmation email and in your trip page.

How do I cancel my booking?

If you’d like to cancel a booking, it’s easy. Login to your account and follow the steps below:

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

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

  3. Click Cancel my booking

  4. 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 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 and regrettable instance that your host cancels your booking, you will not be left scrambling. Our dedicated Customer Care team will be on hand to help try to find you a suitable replacement home from our collection. In certain circumstances, we will also charge your host a cancellation fee - which if so will be used to help offset any increase in nightly rates.

This process will be done alongside you, to ensure that you are satisfied with any replacement. Should a suitable replacement not be found - you are always entitled to a full refund instead.

What happens if I test positive to Covid-19 before my trip?

If you test positive for Covid-19 at a time that will stop you from travelling or you're having to self-isolate, we will help you amend your travel dates where possible. Please note that this is subject to home availability and host discretion.

If you require cancellation protection for these circumstances, we encourage you to take the appropriate travel insurance for your trip.

Did this answer your question?