We try our best to ensure owners and property managers honour their confirmed reservations, but we understand that in some situations, an owner may need to unexpectedly cancel.

If you find yourself in this situation, we recommend you first attempt to communicate with the owner or property manager to determine the reason for the cancellation. It’s possible there was a misunderstanding that can be resolved with them directly. The owner’s contact information can be found under My trips in your traveller account.

If this is an emergency and the owner is unavailable, or your reservation has been cancelled within 24 hours of your stay, please contact customer support as soon as possible by clicking Contact Us below and selecting Cancellations to get in touch with someone from our team.

If your reservation has been cancelled less than 30 days from your stay, and you’ve already attempted to resolve this issue with the owner or property manager directly, please reach out to us by clicking Contact Us below and selecting Cancellations. We can help you obtain a full refund, and find an alternative, comparable accommodation that is available for your dates. In some instances, your new property may cost a little more than your original reservation. If this happens, we’ll take the time to listen to your unique situation and consider things like the availability of other properties in the area, your original booking and stay dates, and the urgency of the situation to determine if we can cover a portion, or possibly all, of the additional cost of a new rental.

If your reservation has been cancelled more than 30 days from your stay, and the owner or property manager is unresponsive, or you’re just not getting the help you need, we want to know about it and will be here to help you get a full refund. Please reach out by clicking Contact Us below and selecting Cancellations