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.
I need to cancel because of circumstances outside my control (severe weather, travel restrictions, personal emergency). What are my options
Hospitable does not currently have a formal extenuating circumstances policy for Direct bookings. Your refund is determined by the host's cancellation policy. However, you have options:
Contact the host through the Guest Portal ("Manage My Stay" in your Booking Confirmation email) and explain your situation. Many hosts are willing to offer a full or partial refund for genuine emergencies, even if the cancellation policy wouldn't normally allow it.
If the host agrees, they can cancel the booking as a host-initiated cancellation, which triggers a full refund.
If the host is unable to help, contact Hospitable support at [email protected]. While we cannot override the host's cancellation policy, we can help facilitate communication.
Tip: Contact the host as early as possible — the sooner you reach out, the more likely the host can rebook the dates and offer a full refund.
I purchased an upsell (pool heating, early check-in, etc.) — will that be refunded too?
Upsell charges are not automatically refunded when a reservation is cancelled. If you purchased an upsell and your booking was cancelled, the host needs to request the upsell refund through Hospitable support. Contact the host through the Guest Portal and ask them to initiate the upsell refund on your behalf. Once processed, the refund typically takes 5–10 business days to appear.
The property had issues that weren't disclosed (e.g., pool closed for renovations). Can I get a full refund?
If you arrive at a property and discover that a key amenity or feature described on the listing is unavailable or significantly different from what was advertised:
Document the issue with photos or video.
Contact the host through the Guest Portal to report the problem and request a resolution.
If the host is unresponsive or unable to help, contact Hospitable support at [email protected] with your booking code, a description of the issue, and your documentation.
The host has the ability to cancel the reservation with a full refund if the issue warrants it. Hospitable support can assist in facilitating the conversation if needed.