How cancellations work for stays:

  • Free cancellation until 14 days before check-in (time shown in the confirmation email). If booked less than 14 days before check-in, free cancellation for 48 hours after booking, up to 5 days before check-in.
  • After that, guests can cancel up to 5 days before check-in — the first night is non-refundable but 50% of the nightly rate for remaining nights will be refunded.the first night's rate and the cleaning fee, but not the service fee
  • If the guest arrives and decides to leave early, 50% of the nightly rate for the nights not spent 24 hours after the cancellation occurs are refunded.

FAQs

Do guests get a refund of the cleaning fee?

The cleaning fee is refunded if the guest cancels before check-in.

Can guests get a refund if the listing isn’t what was expected?

We’ll help guests find a new place to stay or issue a refund if the listing is inaccessible, unclean, unsafe, or if there’s an animal present that the host didn’t mention in the listing description.

Can guests get a full refund if the host can’t or won’t fix an issue?

Guests should contact us within 24 hours of finding the issue. In qualifying cases, we will cancel a reservation and issue a refund.

What if a guest needs to cancel because of an emergency?

We may be able to issue a refund if a guest has to cancel because of an emergency.

How long does it take to get a refund?

We send refunds immediately upon cancellation and they usually show up within 3-5 days, but sometimes it takes as long as 15 days before they reflect on the original payment method.

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