Cancelling a booking

Before you check in

Cancel from your Trips page and you get everything back, including our fee. Because the money has been sitting with us rather than with the host, there is nothing to claw back.

• Before the host has confirmed: the hold on your card is released.
• After the host has confirmed: the payment is refunded to the card or account you paid from.

Refunds usually reach your bank within five to seven working days, depending on your bank rather than on us.

After you have checked in

Once you are in the property, the cancel button is gone. If the place is not what was described, raise an issue instead within 24 hours of arriving. That freezes the host's payout while we look at it.

If the host cancels

You are refunded in full, automatically. Hosts who cancel confirmed bookings repeatedly are removed from the platform.

If the host never responds

A request expires after 24 hours. Nothing is charged, and you are free to book elsewhere.

Serious disruptions

Floods, landslides, strikes, a property that becomes unsafe: contact us. We can refund outside the normal rules when circumstances clearly warrant it.