Every property sets its own cancellation policy, and it's shown on the listing before you pay.
The policy fixed at the moment you book is the one that applies. It never changes afterwards.
How it works
Cancelling, step by step
You cancel the booking
Open the booking in your account, choose Cancel booking, and select a reason.
The cancellation policy that applied when you booked is the one we use.
The refund is calculated
The amount is worked out from that policy and shown to you before you confirm.
The money is returned
Eligible refunds go back to the payment method you used.
How quickly it appears depends on your bank or card issuer.
Before you book
Four minutes that avoid most surprises
Read the cancellation policy
Every listing displays its cancellation terms before you pay.Check your travel dates
Double-check the dates and guest count before confirming.Contact the host
Questions before booking? Message the host through HelloHoliday.Understand refund eligibility
Not every cancellation qualifies for a full refund. The policy decides.
Both sides
What each side should expect
For guests
Before and after booking
- Check the cancellation policy on the listing.
- See the refund amount before you confirm a cancellation.
- Refunds return to the payment method you used.
For hosts
Setting your terms
- Choose the policy that reflects how you run your property.
- Review and update it whenever your terms change.
- Communicate through HelloHoliday when an issue comes up.
Guests should know the cancellation terms before booking, and hosts should know how a cancellation affects their reservation. Clear expectations make better stays.
Still need help?
Our support team replies to most enquiries within 24 hours.