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How do refunds work?

If a refund is due because of a cancellation by the guest or host, it’s automatically released back to the guest’s payment method on file — in line with the reservation’s cancellation policy. If the refund is due to negotiations between the guest and host, or due to services not provided, a host can request a refund for their guest by contacting us at [email protected] or 1-877-723-7232 (toll-free).

COVID-19 and cancellations

We’re currently unable to adapt our policies for COVID-19. Though we made exceptions in the past, our original cancellation policies are once again in place. This is for the protection of our valued guests and dedicated hosts.

Before booking a planned vacation or last-minute getaway, please examine the host’s cancellation policy thoroughly. Also, look into how COVID-19 may be affecting your travel destination.