Host-Initiated Cancellation Policy

Introduction

To maintain guest trust in our marketplace, it is essential hosts uphold all confirmed bookings. If a host cancels an accepted booking, or is responsible for the cancellation, we will charge a tiered partner fee. Additional actions, such as a temporary listing suspension, may also be imposed.

Exceptions to the policy can be made for cancellations outside of the host’s control.

Cancellation Fee

Effective: October 14, 2023 (US Only)

Fees will offset the anticipated costs and negative impact of cancellations that would otherwise burden our guests, Bookabach, and hosts who do not cancel without proper justification. Hosts who incorrectly report or falsely categorise a cancellation to circumvent these fees may still be charged a fee and face other marketplace consequences, such as suspension or termination.

A host may be found responsible for a cancellation if:

The host outright initiates a cancellation.
The host double booked a listing that led to a cancellation.
The host misled a traveller by substituting one property for another.
Hosts circumvent this policy, including requesting travellers initiate the cancellation.

Cancellation Fee Structure

We will impose a fee starting at $50 USD for a host-initiated cancellation. We will factor booking value and timing of cancellation when determining the fee amount:

If the reservation is cancelled within 48 hours of check-in, or after check-in, the fee is 50% of the reservation amount for the nights not stayed.
If the reservation is cancelled more than 48 hours, but within 30 days of check-in, the fee is 25% of the reservation amount.
If the reservation is cancelled more than 30 days before check-in, the fee is 10% of the reservation amount.

Reservation amount includes base rate plus all your defined fees (such as cleaning or pet). If the calculated fee is less than $50 USD, it will be adjusted to $50 USD. There is no limit or maximum fee amount. Cancellation fees will be invoiced to the partner or withheld from their next payout.

Additionally, hosts who cancel (or are found responsible for a cancellation) will not receive the payout for that reservation. If the payout was already completed, future payouts will be reduced accordingly.

Temporary Suspension

Effective: May 23, 2024 (Global)

In conjunction with the Host Cancellation Fee outlined above, we will impose a temporary 7-day listing suspension for any host cancellations of an accepted booking:

Only the listing for which the cancellation was applied will be temporarily suspended.
Each cancellation will add an incremental 7-day temporary suspension to the impacted listing (example, 2 partner cancels applied to the same listing will result in a 14-day temporary suspension).
Temporary suspension will begin 10 days after the cancellation unless the partner requests and receives a waiver as outlined below.

Cancellation Waiver

We understand not all cancellations are within your control. Hosts may be eligible for a waiver if they are able to adequately establish one of the following circumstances apply:

Force majeure events, such as natural disasters.
Government-imposed travel restrictions.
Guest did or intends to break house rules (including unauthorised parties).
Maintenance emergencies or circumstances threatening guest health and safety.
An error in Bookabach platform or services led to the cancellation.
Failure of the traveller to complete payments.
Suspected or probable risk of fraudulent behaviour.

Important: Please note that temporary suspension begins 10 days from the date of cancellation. You must submit a waiver and have it approved within those 10 days to avoid temporary suspension.

You will have 30 days from the date of a host-initiated cancellation to request a waiver to avoid cancellation fees.