Buenro’s cancellation policies are designed to balance flexibility for guests with fairness to Property Managers.
Because every booking is different, your exact cancellation terms are shown dynamically based on your booking, role, and timing.
This article explains how cancellations work across all scenarios.
How to cancel
To cancel your participation:
Open your Booking Dashboard in the app.
Go to Reservation.
Tap Cancel Reservation before the confirmation deadline.
If your booking is already confirmed and the situation is urgent or safety-related, contact Support.
To view your exact refund terms:
Booking Dashboard → Reservation → Cancel Reservation → Learn more
1) Before booking confirmation
Before your booking is confirmed:
You can cancel at any time.
Your card is not charged.
Any payment hold is released.
Your place is freed for others.
If the Curator cancels before confirmation:
The entire reservation is cancelled.
All guests are notified.
No one is charged.
If the group is not completed within 7 days:
The booking is automatically cancelled.
No charges are made.
2) After booking confirmation
Once a booking is confirmed:
Payment holds are captured.
The booking is sent to the Property Manager.
Cancellation terms now apply based on the specific booking.
Your refund will follow one of these structures:
Full refund — if cancelled before a defined deadline
Partial refund — depending on timing and policy
No refund — for late cancellations or non-refundable bookings
The exact policy depends on:
Time before check-in
Property Manager terms
Your role (Curator, Guest, +1)
Booking type (full home vs room)
You will always see the applicable policy:
On the property page
At checkout
In your booking dashboard
3) If a Guest cancels
Their spot becomes available for someone else.
Other guests are not charged extra.
Refunds follow the booking’s cancellation policy.
All cancellations must be completed in the app.
4) If a +1 cancels
The inviter remains financially responsible.
The +1 should cancel in the app to release their spot.
No refund is issued directly to the +1.
The inviter can replace them with another guest.
5) If the whole group cancels
To cancel the entire booking:
All guests must decline the Curator role within 24 hours (feature coming soon).
Once cancelled:
Refunds follow the booking’s cancellation policy.
Buenro fees may or may not be refundable.
Credits may be reinstated if eligible.
6) If the Property Manager cancels
If the Property Manager cancels the booking:
All guests receive a full refund.
This includes Buenro fees.
You will be notified via email and in the app.
7) If another group books first
If your booking is still pending and another group confirms first:
Your booking is automatically cancelled.
Any payment holds are released.
You are notified immediately.
8) Where to find your cancellation policy
Your exact cancellation terms are always shown in-app:
On the Property Page
At Checkout
In your Booking Dashboard
Buenro only shows the policy relevant to your specific booking to avoid confusion.
9) Event bookings (special terms)
If your booking is linked to an event (for example, a festival, retreat, or curated experience):
Cancellation policies may be set by the event organiser.
These policies may differ from standard property bookings.
This can include:
Fixed deadlines for refunds
Partial refunds based on timing
Fully non-refundable bookings after a certain date
You will always see:
The applicable terms before confirming your booking
The exact refund conditions in your checkout flow and dashboard
10) Concierge bookings (off-platform)
Some bookings are arranged through Buenro Concierge and completed outside the app.
For these bookings:
Cancellation policies are set by the Property Manager or supplier.
Terms may vary depending on the property and agreement.
Before confirming:
You will be informed of the specific cancellation policy.
This may include strict or non-refundable conditions.
Refunds and changes must follow the agreed terms provided during booking.
Key takeaways
Cancellation policies are dynamic and booking-specific.
Always check your policy before confirming.
Event and concierge bookings may follow different rules.
Refunds depend on timing, role, and booking type.
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Need help navigating a cancellation? Reach out to Support via the Help tab.