We understand there are times when you may need to cancel a stay, service, or experience that guests have already booked.
If you can't honor a reservation, cancel it promptly from your Today tab—then send your guest a courtesy message. It's your responsibility to cancel as soon as possible so your guest can make other plans.
Don't ask or encourage your guest to cancel on your behalf. Doing so may result in consequences under our Ground rules for home hosts, Host cancellation policy for homes, and Host cancellation policy for services and experiences.
If you cancel your guest’s reservation, they’ll be notified immediately via email and sent rebooking options similar to your listing. You won’t receive a payout for the canceled reservation, and your guest will be given a full refund.
Canceling a reservation within 24 hours of check-in, or after a trip has started, is a special situation—you’ll need to contact us for help with that.
If your guest asks to cancel and you agree to provide them a refund beyond what they are due under your listing’s cancellation policy, please contact us for assistance in processing that cancellation.
When you cancel a service or experience reservation, it'll be canceled for all guests. If you need to cancel the service or experience for specific guests, contact us to cancel for the selected guests.
Canceling a guest's reservation can have serious implications for their trip, so we may impose fees and other consequences. Learn more about these in the Host cancellation policy for homes and Host cancellation policy for services and experiences.
We will waive the fees and, in some cases, the other consequences, if you cancel because of a major disruptive event or certain valid reasons beyond your control.