This page explains how cancellations, changes and refunds work on this marketplace — for travelers who have booked a stay, and for the owners who host them. The individual property’s own policy is shown on its page before you book and always takes precedence where it is stricter or more generous.
Cancelling a booking
To cancel, reply to your confirmation email or contact us through the Contact page with your booking reference. Cancellations are effective from the moment we receive them, not from the moment they are processed.
Refunds
- Before your card is charged. If a booking cannot be completed — the property becomes unavailable, or the owner’s system rejects the reservation — the authorisation on your card is released and nothing is taken.
- After payment, within the property’s free-cancellation window. You receive a full refund of everything you paid.
- After payment, outside that window. The property’s own terms decide what, if anything, is refunded. Cleaning fees and taxes are refunded whenever the stay does not take place.
- Refund method and timing. Refunds always return to the original card or PayPal account. Banks typically show them within 5–10 business days.
Changes to a booking
Date or guest changes depend on availability and on the owner’s agreement. Where a change is accepted and the new dates cost more, the difference is payable before the change is confirmed; where they cost less, the difference is refunded.
If the owner cancels
An owner cancelling a confirmed booking means a full refund to you, without exception, and we will help you find another stay for the same dates wherever we can.
Late arrival and no-shows
A stay that is not taken up without notice is treated as a no-show and is not refundable. If your plans change or you are delayed, tell the owner — most will do what they can.
Circumstances outside anyone’s control
Severe weather, road closures, power failures and similar events are judged case by case, in good faith, together with the property’s owner. Where a stay is genuinely impossible we will always look for a refund or a change of dates rather than hold you to the booking.
Marketplace commission
The marketplace’s commission is never charged to travelers, and a stay cancelled before check-in is never commissioned to the owner.
Questions
Anything about a specific booking is best answered with your reference to hand — send it through the Contact page and we will come back to you.