Exception requests for service or experience guest cancellations

If you need to refund a guest for service or experience, you can do so through your message thread.

Guest cancellations within the cancellation window

If a guest cancels within your cancellation window, they'll receive an automatic refund within 10 business days, so you don't need to do anything.

Guest cancellations outside the cancellation window

If a guest is outside your cancellation window, they’ll need to cancel their reservation and send you an exception request. You have 24 hours to decide if you accept the request and then refund the guest.

Refund a guest through an exception request

Once the reservation is cancelled, your calendar is unblocked and a refund is sent to the guest. There are no consequences for hosts for this cancellation.