Cancellation Policies

Understanding cancellations when booking direct

IMPORTANT: TRUSTYOURHOST DOESN'T HANDLE CANCELLATIONS

TrustYourHost is a directory that connects travelers to hosts with direct booking websites. We do not process bookings, payments, or cancellations.

Each host sets their own cancellation policy on their booking website.

When you book a property through a host's website, you agree to THEIR cancellation terms, not TrustYourHost's. This page explains common cancellation policy types you'll encounter.

COMMON CANCELLATION POLICY TYPES

Hosts typically use one of these three cancellation policies:

FLEXIBLE

Best for tentative plans

  • Full refund if cancelled 24-48 hours before check-in
  • 50% refund if cancelled within 24-48 hours
  • No refund after check-in or no-show

Who this is for: Travelers with uncertain plans or booking far in advance

Risk level: Low for travelers, higher for hosts

MODERATE

Balanced protection

  • Full refund if cancelled 5-7 days before check-in
  • 50% refund if cancelled 2-5 days before check-in
  • No refund if cancelled within 48 hours or after check-in

Who this is for: Most bookings where dates are fairly certain

Risk level: Moderate for both parties

STRICT

Firm commitments

  • Full refund if cancelled 14-30 days before check-in
  • 50% refund if cancelled 7-14 days before check-in
  • No refund if cancelled within 7 days or after check-in

Who this is for: High-demand properties, peak seasons (like FIFA 2026)

Risk level: Higher for travelers, lower for hosts

IMPORTANT NOTES ABOUT CANCELLATIONS

Where to Find the Policy

Every host's booking website should clearly display their cancellation policy:

  • On the property listing page
  • During the booking checkout process
  • In your booking confirmation email

Always read and understand the policy before booking.

How to Cancel a Booking

  1. Contact the host directly (email or phone from your confirmation)
  2. Request cancellation in writing
  3. Follow the host's cancellation process
  4. Confirm you received cancellation confirmation
  5. Check your bank statement for refund (may take 5-10 business days)

TrustYourHost cannot cancel bookings for you. You must work directly with the host.

Refund Processing

  • Refunds are issued by the host through their payment processor
  • Typical processing time: 5-10 business days
  • Refund appears as credit to your original payment method
  • Contact your host if refund doesn't appear within stated timeframe

HOST CANCELLATIONS

If a host cancels your confirmed reservation:

What should happen:

  • You receive a full refund (100%)
  • Refund processed immediately
  • Host may face penalties (loss of listing, poor reviews)

What you should do:

  1. Request written confirmation of cancellation from host
  2. Request immediate full refund
  3. If host doesn't refund, dispute charge with your credit card company
  4. Report the cancellation to TrustYourHost so we can investigate

Note: Hosts who cancel confirmed bookings may be removed from TrustYourHost for reliability concerns.

EXTENUATING CIRCUMSTANCES

Some hosts may waive cancellation penalties for events beyond your control, such as:

  • Natural disasters (hurricanes, earthquakes, wildfires)
  • Government-mandated travel restrictions
  • Medical emergencies (with documentation)
  • Death in immediate family
  • Military deployment
  • Jury duty

This is at the host's discretion, not guaranteed.

How to Request Exception

  1. Contact host immediately when circumstance arises
  2. Provide documentation (medical note, news articles, government orders)
  3. Explain situation clearly and respectfully
  4. Request cancellation policy exception
  5. Get host's decision in writing

Travel insurance may cover these situations. Consider purchasing travel insurance for expensive trips or bookings made far in advance.

NON-REFUNDABLE FEES

Even with full refunds, these fees are typically non-refundable:

  • Cleaning fees
  • Service fees charged by host's booking platform
  • Payment processing fees
  • Pet fees (if already paid)
  • Special event fees

Check the specific policy on each host's booking website.

TRAVEL INSURANCE RECOMMENDATIONS

Consider travel insurance if:

  • You're booking 3+ months in advance
  • The property has a strict cancellation policy
  • Your trip costs are significant ($2,000+)
  • You have concerns about weather, health, or work conflicts
  • You're traveling internationally
  • You're attending a major event (like FIFA 2026)

Popular travel insurance providers:

  • Allianz Travel Insurance
  • World Nomads
  • Travel Guard
  • Travelex Insurance

Cost: Typically 5-10% of total trip cost

What it covers: Trip cancellation, trip interruption, medical emergencies, lost baggage (policies vary, read carefully)

What it usually doesn't cover: Change of mind, fear of travel, your team not advancing in tournament

MODIFYING YOUR RESERVATION

Some hosts allow reservation modifications instead of full cancellation:

Possible modifications:

  • Change check-in/check-out dates
  • Reduce number of guests
  • Shorten stay length

Contact your host to ask about:

  • Their modification policy
  • Any fees for changes
  • Availability for new dates
  • Whether change is easier than cancel/rebook

This is entirely up to the host. Some are flexible, others enforce strict policies.

PARTIAL STAYS

If you check in but leave early:

  • Most policies: No refund for unused nights
  • Some hosts: May offer partial refund if they can re-book
  • Your recourse: Limited unless property has major issues

Document issues immediately if you're leaving due to property problems. Photos and written communication with host are essential for any refund request.

DISPUTE RESOLUTION

If you and the host can't agree on cancellation:

Your Options

  1. Negotiate with host: Try to find middle ground
  2. Credit card chargeback: If property was misrepresented or host won't honor their policy
  3. Small claims court: For larger disputes (check local jurisdiction)
  4. Report to TrustYourHost: We'll investigate if host violated stated policies

When to Dispute a Charge

Valid reasons for credit card chargeback:

  • Host won't honor their stated cancellation policy
  • Property doesn't exist (fraud)
  • Property severely misrepresented
  • Host charged wrong amount
  • Host refuses to refund after canceling on you

Timeframe: Contact your credit card company within 60 days of charge

Documentation needed: Booking confirmation, cancellation policy screenshot, communication with host, evidence of issue

QUESTIONS TO ASK BEFORE BOOKING

Protect yourself by confirming these details:

  1. What is the exact cancellation policy?
  2. Are any fees non-refundable?
  3. How far in advance must I cancel for full refund?
  4. Can I modify dates instead of cancelling?
  5. Do you offer refunds for extenuating circumstances?
  6. How long do refunds take to process?
  7. What happens if YOU (the host) need to cancel?

Get answers in writing (email) before finalizing your booking.

TIPS FOR AVOIDING CANCELLATION ISSUES

Before Booking:

  • Only book dates you're confident about
  • Choose flexible policy if plans are uncertain
  • Read the ENTIRE cancellation policy
  • Save screenshot of policy for your records
  • Consider travel insurance for expensive bookings

After Booking:

  • Save all confirmation emails
  • Note cancellation deadlines in your calendar
  • Set reminder 2 weeks before cancellation deadline
  • Keep host's contact information handy
  • Document any property issues immediately

If You Need to Cancel:

  • Do it as early as possible
  • Follow the host's stated process
  • Request written confirmation
  • Be polite and professional
  • Save all communication

REMEMBER

  • TrustYourHost doesn't process bookings or cancellations
  • Each host sets their own cancellation policy
  • You agree to the host's terms when you book
  • Refunds come from the host, not TrustYourHost
  • Read and understand policies before booking
  • Document everything
  • Travel insurance can provide additional protection

Questions about a specific property's cancellation policy?

Contact the host directly through their booking website before booking.

Concerns about a host not honoring their stated policy?

Report it to TrustYourHost at safety@trustyourhost.com

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