Host/Guest Refund Policy Guidelines
Hosts must clearly state the applicable refund policy before a guest, tenant, or resident confirms a booking or reservation.
If the host and guest or resident agree on a specific refund policy during the booking process, that agreed policy applies.
However, if no other refund policy is clearly shared, disclosed, or agreed upon between the host and the guest or resident during booking, these standard refund guidelines are adopted by the parties.
Cancellation Timing
Refunds generally depend on the timing of cancellation.
- A guest may receive a full refund within a free 24-hour cancellation window, provided the booking was made at least 6 days before check-in.
- A full refund may also apply if cancellation is made up to 12 days or up to 5 days before check-in, depending on the applicable booking terms.
- A refund may apply if cancellation is made between 7 and 14 days before check-in.
- For long-stay bookings of 27 days or more, at least 28 days' notice may be required for a full refund.
Property or Host Issues
Refunds may also apply where the property is uninhabitable, key promised amenities are missing, the listing is materially inaccurate, or the host cancels.
Guests must report issues within 72 hours to the host, with supporting evidence.
