Help Center

What happens if my customer cancels because of an emergency or unavoidable circumstances?

    If your guest's booking is covered by our extenuating circumstances policy, they will be eligible for a refund. The customer is required to submit documentation within 15 days of making the cancellation to support their claims. 

    If a customer informs you that they need to cancel, you can submit a cancellation request for them. This type of cancellation does not impact your listing, or ranking, negatively. Please include information about how you want to proceed with the deposit.

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