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What if I need to cancel a reservation for a reason outside of my control?

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We may be able to provide a cancellation waiver for cancellations due to reasons outside of your control. Cancellation waivers prevent cancellations from hurting your standing in the marketplace. The following reasons are eligible for a cancellation waiver with some requiring supporting documentation:

Natural disaster – Your property is affected by a natural event that makes it unsafe for you to accommodate a traveller. Examples include hurricanes, floods, tornadoes, wildfires, earthquakes, blizzards, tsunamis, volcanoes, and typhoons.

Property damage – Your property has suffered severe damage that makes it unsafe or uninhabitable for travellers. Examples include plumbing not functioning, gas leaks, etc. You are required to provide the following supporting documentation:

  • A description of the damaged or malfunctioning area of the property
  • An insurance claim or an estimate from a repair company
  • The length of time the property will be uninhabitable

House Rules violation – A traveller has violated or says they cannot follow your House Rules and will not request a cancellation via their traveller account. House Rules must be set up on your listing under Rules & policies to be eligible. You are required to provide the following supporting documentation:

  • Email or text correspondence with the traveller indicating they cannot follow or have already violated your House Rules

Keep your communication with travellers on platform to make it easy for you provide the necessary supporting documentation

Past due balance  – A traveller has not completed the second or third payment to complete the reservation by the due date. This does not include additional payment requests sent after the time of booking. Attempts to contact the traveller, as well as a full refund of the amount originally paid by the traveller, must be issued to be eligible. Reservations where the traveller has not made the first payment are not factored into your Ranking Metrics and therefore do not apply here.

Please contact Customer Support to request a cancellation waiver with your supporting documentation ready by clicking the Contact Us button at the bottom of this page.  Please be aware that cancellation waivers are reviewed on a case-by-case basis and can be overturned if the cancellation is found to be ineligible.