Cancellation Policies for Hosts

As a host, understanding cancellation policies helps you manage your listing responsibly and maintain guest trust.

Host Cancellation Impact

Cancelling a confirmed booking can seriously impact your:

• Search ranking: Your listing may appear lower in search results
• Superhost status: May affect or remove Superhost status
• Guest trust: Negative impact on your reputation
• Penalties: Cancellation fees may apply

When You Can Cancel

Valid Reasons

• Property damage that makes it uninhabitable
• Personal emergencies (with documentation)
• Force majeure events (natural disasters, etc.)
• Safety concerns

Invalid Reasons

• Received a better offer
• Double booking on another platform
• Changed your mind
• Pricing mistakes

Cancellation Penalties

First Cancellation

• ₦5,000 cancellation fee
• Blocked calendar for cancelled dates
• Automated review posted to your listing

Subsequent Cancellations

• ₦10,000+ cancellation fees
• Extended calendar blocking
• Potential account suspension
• Loss of Superhost status

How to Cancel

If you must cancel:

1. Go to Hosting > Reservations
2. Select the reservation
3. Click Cancel this reservation
4. Select detailed reason
5. Understand the consequences shown
6. Confirm cancellation

Alternative Solutions

Before cancelling, consider:

Transfer to Another Property

• If you manage multiple properties
• Offer similar or better accommodation
• Coordinate with guest directly

Partial Refund Negotiation

• Work directly with guest
• Offer partial compensation
• Find mutual agreement

Emergency Host Replacement

• Have a co-host take over
• Emergency backup plans
• Property manager support

Extenuating Circumstances

Qualifying events may allow penalty-free cancellation:

• Natural disasters: Earthquakes, floods, hurricanes
• Government restrictions: Travel bans, lockdowns
• Serious illness: Hospitalization required
• Property damage: Fire, flood, structural issues

Required Documentation

• Government notices
• Medical certificates
• Police reports
• Insurance claims

Submit within 14 days of cancellation.

Protecting Your Listing

Reduce cancellation risks:

Keep Calendar Updated

• Block unavailable dates immediately
• Sync all booking platforms
• Set buffer times for maintenance

Screen Booking Requests

• Review guest profiles
• Communicate expectations
• Confirm special requirements

Have Backup Plans

• Emergency contacts
• Co-hosts or property managers
• Maintenance contractors

After Cancellation

What happens next:

1. Guest notification: Guest is informed immediately
2. Full refund: Guest receives full refund
3. Rebooking assistance: We help guest find alternatives
4. Your calendar: Dates are blocked to prevent new bookings
5. Review posted: Cancellation is noted on your profile

Avoiding Future Cancellations

Best practices:

• Only accept bookings you can honor
• Keep emergency contacts ready
• Maintain property properly
• Have contingency plans
• Communicate proactively

Need Help?

Facing an emergency? Contact host support immediately.