We may be able to offer a cancellation waiver for cancellations due to reasons outside of your control. The 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 guest. Examples include hurricanes, floods, tornadoes, wildfires, earthquakes, blizzards, tsunamis, volcanoes, and typhoons. We automatically waive cancellations related to some natural disasters. If you do not see the waiver within 7 days of canceling, please call customer service.

Property damage - Your property has suffered severe damage that makes it unsafe or uninhabitable for guests. 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 guest 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. Keep your communication with guests on the platform to make it easy for you to provide the necessary supporting documentation. 

Past due balance  - A guest 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 guest as well as issue the guest a refund of the amount they originally paid to be eligible. Bookings where the guest hasn't made the first payment are not factored into your Ranking Metrics and therefore do not apply here. 

Property sold or new ownership - You want to deactivate your listing due to property sold or ownership change. When this happens, you're required to cancel future bookings and issue refunds to guests and then hide your listing from search results

When you can’t accept a booking request - Sometimes you can’t accept a booking request within the 24-hour period due to reasons outside of your control. A ‘Booking Request Decline Waiver’ can ensure that these rejected bookings don’t affect your property’s ranking.

Eligible waiver reasons include:
  • Internal site errors
  • House Rules violations
  • Natural disasters
Select Contact Us to request a cancellation waiver with your supporting documentation. We review requests on a case-by-case basis for eligibility.