Cancellation Policy for Guests
How cancellations work
Sometimes things come up and you have to cancel. To keep things running smoothly, here’s how you can cancel a reservation, figure out your refund, or find out what to do if something doesn’t go as planned.
If you need to cancel
Let’s take care of your cancellation quickly: If it’s a matter of a change of plans—head to My Bookings to cancel the reservation. You’ll be shown the refund amount as you go through the cancellation process. If you’ve booked a place where there’s a more strict cancellation policy, you could also consider changing your dates instead. Just put in a change request to the Host and any difference in price will be shown before you confirm the request. You could also message the Host as well, to let them know more about your circumstance and why you’re changing the reservation.
Cancelling your reservation for a stay
Your plans have changed and now you need to cancel your reservation. No problem. You can go to your My Bookings to cancel or make changes to your reservation.
To cancel a reservation:
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Go to My Bookings and select the booking you want to cancel
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Click Show more trip plans, then click Show details
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Click Change or cancel
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Click Cancel reservation
Requesting a refund during your stay
If you’re experiencing an issue during your stay, you can ask your Host to fix it, request a partial refund, or request to cancel your reservation for a full refund. It’s important to submit your request within 24 hours of noticing the issue, and your Host will have 1 hour to respond. If they decline or don’t respond, you can ask Moe to step in to help.
Making changes to a trip
Need to adjust dates or cancel your reservation? It’s pretty easy—just go to My Bookings to submit a change request. But before you cancel, be sure to read the cancellation policy for your stay to find out if you get a refund (and how much). If you’ve booked a place where there’s a more strict cancellation policy, you could also consider changing your dates instead. Just put in a change request to the Host and any difference in price will be shown before you confirm the request. If you have an extenuating circumstance and you’re covered under our policy, let us know when you go through the cancellation process.
Changing a reservation for a place to stay
Whether it’s changing the dates of your stay, the number of guests, or something else, you can alter a confirmed reservation by submitting a change request to your Host.
Submit a change request
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Go to My Reservations and then click the reservation you want to change
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Click Show details under your reservation info
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Click Change or cancel
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Click Next under Change reservation
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Change the dates of your stay or the number of guests and click Continue
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Review changes, then click Send request
How it works
Depending on the Host’s policy, changing the number of guests may affect the total cost of your stay.
The original total and the new total will automatically show once the Host confirms your changes. You’ll be charged or refunded, if necessary, and this will be shown before you confirm the change.
If the Host declines your request, or doesn’t respond, your reservation will stay the same.
Other details
Here are a few other things to keep in mind when making a change request:
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You can’t make changes after a stay has ended
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Once changes have been made, any later changes must go through the process outlined above as a new request
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If the Host altered their pricing for the new dates before you requested the change, your new reservation will reflect this pricing, unless you booked a special offer
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Changing the reservation dates may affect whether or not you’re still eligible for a weekly or monthly discounted rate
Change a pending trip request
Change of plans? No problem. As long your reservation status is still Pending, you can withdraw your request and send a new one: Just go to your message thread with the Host and select Withdraw request, or you can go to My Reservations and cancel a pending request.
After that, simply send a new request with your updated details.
After you’ve cancelled or withdrawn the request, you can then send a new request with your changed dates or number of guests.
Updated: March 3, 2022.