Frequently asked questions

Do guests get a refund of the cleaning fee?

The cleaning fee is refunded if the guest cancels before check-in.

Can guests get a refund if the listing isn’t what was expected?

We’ll help guests find a new place to stay or issue a refund if the listing is inaccessible, unclean, unsafe, or if there’s an animal present that the host didn’t mention in the listing description.

Can guests get a full refund if the host can’t or won’t fix an issue?

Guests should contact us within 24 hours of finding the issue. In qualifying cases, we will cancel a reservation and issue a refund.

What if a guest needs to cancel because of an emergency?

We may be able to issue a refund if a guest has to cancel because of an emergency. Learn more

How long does it take to get a refund?

We send refunds immediately upon cancellation and they usually show up within 3-5 days, but sometimes it takes as long as 15 days before they reflect on the original payment method. In some countries, such as Brazil and India, it can take up to 2 months for the refund to arrive.

What if I’m not sure what my reservation’s cancellation policy is or the policy doesn’t appear here?

We occasionally let hosts try new policies that we’re testing. Always refer to your reservation details—accessible for the cancellation policy that applies to your particular stay.