Effective date: May 13, 2025
This policy describes when guests may be eligible for refunds for services and experiences. It also explains how guests can request refunds and how we will handle them.
If a guest’s service or experience is disrupted by a Covered Issue, then the guest is eligible for a full or partial refund. The term “Covered Issue” means any of the following:
If a host cancels a reservation, their guest automatically receives a refund, unless the cancellation is due to a disruption by the guest. In these cases, the guest will not be entitled to a refund.
For any Covered Issue other than a host cancellation, the guest should, whenever feasible, try to resolve the Covered Issue directly with their host. Guests may request refunds directly from hosts using the Resolution Center.
For any issue that is not resolved directly with the host, the guest who made the reservation may submit a request by contacting us. The request must be submitted no later than 72 hours after the Covered Issue occurs. And the request must be supported by relevant evidence such as photographs, communications between the host and guest, or other available documentation, which we will use to help determine whether a Covered Issue has occurred. If a guest demonstrates that reporting a Covered Issue within 72 hours was not feasible, we may allow for late reporting under this policy.
If a host cancels a reservation for any reason other than a disruption caused by the guest, the guest will automatically receive a full refund. If we determine that a Covered Issue other than a cancellation has disrupted a service or experience, we will provide a full or partial refund. How much we refund depends on the severity of the Covered Issue and the extent of the impact on the guest.
If a host has already provided a partial refund in response to a guest request, we may reduce the amount of any further refund under this policy to reflect what the host has already paid to the guest.
In most circumstances, we will attempt to confirm a guest’s reported concern by reaching out to their host. Hosts can also dispute a guest’s assertion of a Covered Issue by contacting us or responding to our correspondence.
If a host cancels a reservation or is responsible for any other Covered Issue that disrupts a service or experience, the host may either receive no payout or may have their payout reduced by the amount of the refund to their guest.
This policy applies to all reservations made on or after the Effective Date and is applicable to the maximum extent permitted by law, which may imply guarantees that cannot be excluded. When this policy applies, it controls and takes precedence over the reservation’s cancellation policy. Covered Issues that are caused by the requesting guest are not covered by this policy. Submitting a fraudulent report violates our Terms of Service and may result in account termination.
Our decisions under this policy are binding but do not affect other contractual or statutory rights that may be available. Any right that guests or hosts may have to initiate legal action remains unaffected. This policy is not insurance and no premium has been paid by any guest or host. All rights and obligations under this policy are personal to the booking guest and host of the reservation and may not be transferred or assigned. Any changes to this policy will be made in accordance with our Terms of Service. This policy applies to services and experiences but does not apply to home reservations.