Cancellations and refunds

Each home has its own cancellation policy, shown before you book. It decides how much of your money comes back if you cancel.

If you cancel

• Go to your trips page and choose the booking. You'll see exactly what you get back before you confirm.
• Flexible: a full refund up to 24 hours before check-in, or more.
• Moderate: a full refund for part of the stay, then less as check-in gets closer.
• Strict: no refund after a set date. We don't recommend these unless the price is much lower.

If a host cancels

• You get a full refund, including the service fee.
• We'll help you find a similar home for your dates if you'd like one, and the host's reliability score drops.

If something goes wrong

• If a home isn't as described, or you can't get in, contact us. Choose "Safety" for urgent problems and we aim to answer within 15 minutes.
• We'll work with the host to fix it, or refund you and help you find somewhere else.