Unfortunately, there are occasions in which an owner may need to cancel a confirmed reservation. If you find yourself in this situation, we’ve outlined some steps you can take below.
First, you’ll want to attempt to communicate with the owner or property manager to determine the reason for the cancellation. It’s possible there may be 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 you are unable to reach the owner or property manager after 24 hours, 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.
If your reservation has been cancelled less than 30 days from your stay and you are unable to locate a similar property available during the same period, we recommend that you contact Customer Support. We can assist you in rebooking at a different property and you may be eligible to file a claim under the Book with Confidence Guarantee.
If your reservation has been cancelled more than 30 days from your stay, we recommend finding and booking a new property online. If you are entitled to a refund, it may take 5-7 days to appear in your bank account.