Support Center

What is the cancellation policy?

Updated cancellation policies are in effect as of October 12, 2016. Check out this support article to see what's changed.

When a Host cancels on a Guest for an unexcused reason, it creates a very negative Guest experience. This should be avoided whenever possible. Should a Host cancel on a Guest, the Guest is refunded in full:

  • Host Cancellation: The Guest receives a full refund, regardless of the start date and the Host's chosen cancellation policy. As a Host, cancelling on Guests negatively impacts your search visibility.
  • In certain instances, a Host cancelling on a Guest may lead to the Host's profile being removed from search results completely. 

As a Host, you are able to select your choice of three different cancellation policies, except in the case of daycare reservations. Guests are charged at the time that their booking is accepted.

Should a Guest need to cancel, they are refunded according to the cancellation policy that you have selected:

  • Flexible: Guests can receive a full refund (minus any service fees) if they cancel by noon local time the day before the Vacay start date. Guests will be charged for 50% of the booking total, up to $50, if they cancel after that time.

    For example, a Vacay that begins on Thursday must be canceled by Wednesday at noon.

  • Moderate: Guests can receive a full refund (minus any service fees) if they cancel 3 days prior to the Vacay start date. Guests will be charged for 50% of the booking total, up to $50, if they cancel after that time.

    For example, a Vacay that begins on Thursday must be canceled by Monday.

  • Strict: Guests can receive a full refund (minus any service fees) if they cancel 7 days prior to the Vacay start date. Guests will be charged for 50% of the booking total, up to $50, if they cancel after that time.

    For example, a Vacay that begins on Thursday must be canceled by Thursday the previous week.

  • DaycareGuests are entitled to receive a full refund (minus any service fees) if they cancel 1 day prior to the start of the individual daycare session, and will be refunded 50% thereafter. For example, if the daycare session begins on 7/5, you must call by 11:59pm PST on 7/4 for a full refund. Note, the daycare cancellation policy applies separately to each individual daycare date. In other words, if you have a reservation for daycare on Wednesday and on Friday, you’ll need to cancel both separately (by 11:59pm Tuesday for Wednesday’s reservation; and by 11:59pm Thursday for Friday’s reservation).

We understand that there may be some situations in which you wish to offer your Guests a full refund when they otherwise would not qualify. In these situations, you will need to contact us directly to let us know that you would like to waive your policy.

If you do need to change or cancel a reservation, please contact us immediately. 

For last minute cancellations, give us a call at 855-364-8222 to ensure the refund is processed in time.

These updated cancellation policies are in effect as of October 12, 2016. Check out this support article to see what's changed.

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