What happens in case of cancellation? (for the guest)

An unforeseen event, a change of plans, or is it the host who can no longer accommodate you? A cancellation is always possible on Roomlala. We explain what happens in each case and what you will be refunded depending on the situation.

1. The different cancellation cases

Depending on the timing and who cancels, the situation varies:

• You cancel before having paid (you changed your mind or are not following up on the request): no amount has been charged, so there is nothing to refund.
• You cancel after paying and the host has confirmed: the refund depends on the listing's cancellation policy and the number of days before your arrival (see below).
• The host cancels your confirmed booking: you are fully refunded, including the Roomlala service fees.
• The host declines your request or does not respond in time: your payment (if it was made) is fully returned to you.

2. When it is the host who cancels your stay

If your host cancels a booking that has already been confirmed and paid for, you are protected. In practical terms:

• You are refunded 100% of the amount paid, including the Roomlala service fees. The listing's cancellation policy does not apply in this case: it only concerns cancellations initiated by the guest.
• You are notified by email as soon as the host proceeds with the cancellation, with the refund details.
• The refund is triggered automatically by Roomlala. You do not need to take any action to get your money back.
• The dates become available again on the host's side, but your protected payment remains secure until it is returned to you.

Roomlala takes this type of situation very seriously: a host who cancels repeatedly faces financial penalties. If you need to find accommodation urgently, our team can help you identify other listings that match your criteria.

3. The three possible cancellation policies

When you are the one canceling, the refund depends on the policy chosen by the host for their listing. Each Roomlala listing is associated with one of the following three policies. They are displayed on the listing and in the summary of your booking, in the "Cancellation policy" section.

4. Flexible policy

The most flexible for the guest.

• 2 days or more before arrival: 80% refunded
• Less than 2 days before arrival: no refund

5. Moderate policy

• 14 days or more before arrival: 80% refunded
• Between 14 days and 2 days before arrival: 40% refunded
• Less than 2 days before arrival: no refund

6. Firm policy

The most restrictive, often chosen for highly sought-after stays.

• 30 days or more before arrival: 80% refunded
• Between 30 days and 2 days before arrival: 40% refunded
• Less than 2 days before arrival: no refund

7. What you need to know about fees and commission

A few helpful details to understand what you get back:

• Roomlala service fees are not refunded in the event of a cancellation on your part, regardless of the policy. As these fees are largely paid during the first payment, this is the amount you do not recover.
• If the host cancels your stay, you are 100% refunded (rent, fees, and Roomlala commission included).
• If you cancel immediately after paying (by mistake, immediate regret), contact us quickly: a full refund may be considered if the cancellation occurs within a few hours of payment and well in advance of arrival.

The exact amount that will be refunded to you is always shown before you validate the cancellation: so you know exactly what you are getting back before you confirm.

8. How to cancel your booking

To cancel, go to My bookings, open the details of the relevant booking, and use the cancellation option. You will be able to view the amount that will be refunded to you before final validation.

Once the cancellation is confirmed, the host is notified by email and you will also receive a confirmation with the refund details.

9. Refund timeline

The refund is triggered as soon as the cancellation is validated. Depending on your bank, the amount will reappear in your account within a few business days. If you do not see anything after a week, please contact us.

10. Special case: long-term rentals

For a long-term rental paid in monthly installments, only the months already paid for are taken into account when calculating the refund. The cancellation policy applies in the same way to the amounts actually paid.

Future payments are simply cancelled: no further payments will be requested from you.

Need help?

A cancellation can sometimes be a source of stress. If you have any doubt or if your situation is particular, contact us via the contact form in your account. We are here to support you.