We may be able to offer a cancellation waiver for cancellations because of reasons outside your control. Partners will have 30 days from the date of cancellation to request a waiver. 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 earthquakes, tsunamis, volcanic eruptions, landslides, large-scale outages of essential utilities, tornados, cyclones, flooding, wildfires, and other historically severe or abnormal weather events. We automatically waive cancellations related to some natural disasters. Please contact us if you don't see the waiver within 7 days of the cancellation. 

Other extenuating circumstances

Your property is affected by unforeseen events that include:
  • Epidemics, pandemics, or other public health emergencies
  • War, terrorist attacks, riots, large-scale civil unrest, and other hostilities
  • National or local government travel restrictions
  • Travel disruptions caused by large-scale restrictions or outages to critical travel infrastructure
  • Government changes to passport or visa requirements
See About Extenuating Circumstances Policy for events that are covered and not covered by the policy. 

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 any amount owed according to your cancellation policy at the time of booking. 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 suspend your listing due to property sale or change of property ownership and you can't host existing or new reservations. When this happens, cancel future bookings and issue refunds to guests, then hide your listing from search results as soon as possible. If you're not ready to hide your listing, block the calendar for all dates you can't host guests. 

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.

Select Contact Us to request a cancellation waiver with your supporting documentation. We review requests on a case-by-case basis for eligibility. You will have 30 days from the date of cancellation to request a waiver.