We may be able to offer 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 traveler. 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 travelers. Examples include plumbing not functioning, gas leaks, etc. You'll need 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 traveler has violated or says they cannot follow your House Rules and will not request a cancellation via their traveler 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 traveler indicating they cannot follow or have already violated your House Rules 
Keep your communication with travelers on platform to make it easy for you to provide the necessary supporting documentation 

Past due balance  - A traveler hasn't completed the second or third payment to complete the booking by the due date. This doesn't include additional payment requests sent after the time of booking.You must try to contact the traveler as well as issue the traveler a refund of the amount they originally paid to be eligible. Bookings where the traveler hasn't 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.