Frequently Asked Questions

Get answers to questions related to booking or making a reservation.
We understand you may want to change your plans due to the coronavirus (COVID-19) and its health implications. For further support, sign in to your account and visit our Customer Service Help Center.
  • If your booking is no longer free to cancel or non-refundable, you may incur a cancellation fee. Properties can also choose to change reservation dates at no extra cost, so contact the property to see if this is possible.
  • If your reservation was affected by coronavirus-related events (e.g. border closures or travel limitations placed by local authorities), but is no longer free to cancel or non-refundable, sign in and check your options for managing your reservation.
  • If your cancellation falls under this category, the property has to provide a refund, offer a free date change, or credit you for a future stay.
  • Sign in and select the relevant booking to see your options.
Cancellation due to the coronavirus depends on several factors, including where you’re traveling to, your country of origin, arrival date, and reason for traveling. Individual reservation policies are set by the property you booked. As a result, it wouldn’t be appropriate to make a universal change to our policy.
Moving your booking to a future date depends on the reservation’s policies. Sign in using either your Bookingsnreservations login details, select the booking you want to change, and you’ll see what options are available. You can also contact the property host to ask for a date change.
Make sure to check cancellation details on listing page and during the booking process – before you make a reservation.
You can always find cancellation options on your reservations. Click on reservations>>details.
On March 11, the World Health Organization (WHO) declared the outbreak of coronavirus, known as COVID-19, to be a global pandemic. Since then, the outbreak has evolved rapidly with governments around the world taking swift action to slow the spread of COVID-19. In response, we are providing the following coverage for COVID-19 under our extenuating circumstances policy to help protect our community and provide peace of mind. Please monitor this page for updates about coverage. You may be eligible for a refund due to extenuating circumstances. If you need to cancel because of the COVID-19 pandemic, learn about your options.
For information on cancellations, host might want to contact our support to know policies regarding your listing.

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