Buenro’s cancellation policies are designed to balance flexibility for guests with fairness to Property Managers. Whether need to cancel as a Curator, a Guest, or the whole group, here’s how it works.
How to cancel
To cancel your participation:
Open your Booking Dashboard in the app
Click on "Reservation"
Tap “Cancel Reservation” before the confirmation deadline
If the booking is confirmed, contact Support or if cancellation is urgent or safety-related
You can see the cancellation policy and refund amount by navigating to: Booking Dashboard > Reservation > Cancel Reservation > Learn more
1. Before Booking Confirmation
You can cancel at any time before your booking is confirmed.
Your card is not charged
Your place is released
Any payment hold is cancelled
If the Curator leaves the group before confirmation:
The reservation will be cancelled for everyone
Other guests are notified
Any payment hold is cancelled
There will be a Feature Coming Soon to replace the Curator.
If the group doesn’t complete within 7 days:
The booking is cancelled automatically
No one is charged
2. After Booking Confirmation
Once a group is confirmed:
All payment holds are captured
The booking is sent to the Property Manager
Any cancellations are now subject to the property’s policy and platform rules
You’ll see the cancellation policy during checkout and again in your booking dashboard. It may include:
Full Refund: Cancelled X days before check-in
Partial Refund: A percentage is refunded depending on notice period
No Refund: For last-minute or non-refundable bookings
Some policies may vary depending on your role (Curator, Guest, +1), how the booking was made, or if the Curator covered the full stay.
You can see the cancellation policy and refund amount by navigating to: Booking Dashboard > Reservation > Cancel Reservation > Learn more
3. What Happens if a Guest Cancels?
The spot becomes available for another guest
No additional costs are charged to others
The departing guest must cancel via the app
Refunds depend on the specific cancellation policy shown in the booking
4. What Happens 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 invite someone else to take their place
5. What If the Whole Group Cancels?
All guests must decline the Curator role within 24 hours (Feature Coming Soon)
Refunds follow the property’s group cancellation policy
Buenro fees may or may not be refundable, depending on timing
Credits used may be reinstated if eligible
6. What If the Property Manager Cancels?
If the host or Property Manager cancels:
All guests receive a full refund (including Buenro fees)
You’ll get a confirmation via email and in the app
7. What If Another Group Books First?
Your pending group is automatically cancelled
Payment holds are released
You’ll be notified immediately
8. Where Can I See My Cancellation Policy?
Buenro dynamically shows the applicable cancellation policy during checkout and in the app:
On the Property Page before you join
At Checkout before confirming your payment
In the House Dashboard after booking
You’ll only see the version that matches your booking scenario.
For specific refund amounts and conditions, check your confirmation email or booking page.
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Need help navigating a cancellation? Reach out to Support via the Help tab.