If your Direct booking is cancelled, whether by you or by the host, you may be entitled to a refund. The amount depends on the host's cancellation policy and the timing of the cancellation. This article walks you through what to expect.
How your refund is calculated
When a Direct booking is cancelled, the refund you receive is determined by the host's cancellation policy. This policy is shown on the booking page at the time you make your reservation.
Key factors that affect your refund:
The cancellation policy - each host sets their own policy (e.g., Flexible, Moderate, Strict, or a custom policy). The policy defines what percentage is refundable based on when the cancellation happens relative to check-in.
When the cancellation occurs - cancelling well in advance of check-in typically results in a larger refund. Cancelling closer to check-in may result in a smaller refund or no refund at all, depending on the policy.
What you paid - your refund is calculated based on the total amount charged, including the accommodation cost, cleaning fees, and applicable taxes.
What happens to fees and taxes?
Cleaning fees are refunded proportionally based on the cancellation policy.
Taxes are refunded proportionally based on the refundable portion of the booking.
Service fees (if applicable) are generally non-refundable on partial cancellations.
Refund timeline
Once the cancellation is processed, your refund will be returned to your original payment method. Processing times depend on your bank or card issuer:
Credit or debit cards: 5–10 business days
Bank transfers: 5–10 business days
If more than 10 business days have passed and you haven't received your refund, contact your bank or card issuer first - they can confirm whether the refund is in progress. If you still need help, reach out to Hospitable support.
How you'll know your booking has been cancelled
When your reservation is cancelled, you should receive a cancellation confirmation via email. This confirmation includes:
The cancellation details
The refund amount (if applicable)
If you believe your booking was cancelled but haven't received any notification:
Check your email inbox, including spam and junk folders.
Visit Manage My Stay (the link in your booking confirmation email) to view your reservation status.
Contact support if you still can't find any information.
Can a cancellation be reversed?
No. Once a reservation is cancelled, it cannot be reinstated. If you'd still like to stay at the property, you'll need to make a new booking through the host's Direct booking site.
What to do next
Check your email for a cancellation confirmation and refund details.
Review the refund amount - it should reflect the host's cancellation policy.
Monitor your bank account for the refund (allow 5–10 business days).
Rebook if needed - visit the host's Direct booking site to check availability.
Contact support if your refund amount doesn't seem right or you have questions.
FAQ
Why was my booking cancelled?
Bookings can be cancelled for various reasons - you may have requested a cancellation, or the host may have needed to cancel due to circumstances like maintenance or scheduling conflicts. Check your email for details, or contact the host directly.
I didn't cancel - why did I get a partial refund instead of a full one?
If the host initiated the cancellation, reach out to Hospitable support with your reservation details. The support team can review your case and ensure the correct refund was applied.
Where can I find the cancellation policy for my booking?
The cancellation policy is displayed on the host's Direct booking site at the time of reservation. It may also be referenced in your booking confirmation email.
Can I get help finding an alternative place to stay?
Contact the host directly — they may be able to suggest alternative dates or nearby properties. You can also browse their Direct booking site for other available listings.