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.
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.