What happens in case of a cancellation? (for the host)

A cancellation can happen, either at your initiative or your guest's. To avoid any unpleasant surprises, here's what Roomlala provides in each case: what you receive, what risks you face, and the procedure to follow.

1. Different Cancellation Scenarios

Depending on who cancels and when, the consequences are not the same:

  • The guest abandons their request before paying: there is no commitment, so no impact on you.
  • The guest cancels after paying: you may receive compensation, depending on your listing's cancellation policy and the number of days before arrival.
  • You cancel a confirmed booking: the guest receives a full refund, and a penalty may apply in case of repeated cancellations.
  • You don't respond to a request in time: the request automatically expires, and the guest is not charged.

2. When the Guest Cancels: Your Compensation

Each listing is associated with a cancellation policy that you chose when creating it. This determines what you receive if the guest cancels after paying.

3. Flexible Policy

  • 2 days or more before arrival: no payment for you
  • Less than 2 days before arrival: full payment of the rent

4. Moderate Policy

  • 14 days or more before arrival: no payment for you
  • Between 14 days and 2 days before arrival: 30% compensation of the rent
  • Less than 2 days before arrival: full payment of the rent

5. Firm Policy

  • 30 days or more before arrival: no payment for you
  • Between 30 days and 2 days before arrival: 30% compensation of the rent
  • Less than 2 days before arrival: full payment of the rent

You can modify the cancellation policy for your listings at any time from your account, in the pricing settings of each listing. The new policy only applies to future bookings.

6. When You Cancel a Confirmed Booking

Sometimes, an unforeseen event may force you to cancel a confirmed stay: water damage, emergency repairs, change in personal situation. In this case:

  • The guest is refunded 100% of the amount paid, including Roomlala service fees.
  • The affected dates automatically become available in your calendar.
  • The guest is informed of your cancellation by email.

Before confirming the cancellation from your account, Roomlala displays a summary indicating whether a penalty applies to your situation.

7. The Penalty for Repeated Cancellations

Cancellations by a host severely impact guests. To maintain service quality on the platform, Roomlala applies a deduction above a certain threshold:

  • Your first cancellation within the last 6 months does not trigger any deduction.
  • Starting from the 2nd cancellation within the same period, a deduction of 20% of the rental amount of the first cancelled installment may be applied to your upcoming payments.
  • Cases of force majeure (natural disaster, major technical problem with the accommodation, etc.) are reviewed by our team before any potential deduction. If validated, the cancellation is not counted in your history.

8. How to Cancel a Booking

To cancel, go to My bookings, open the conversation with the relevant guest, and use the cancellation option. You will first see:

  • The amount that will be refunded to the guest
  • The number of cancellations already counted within 6 months
  • The estimated potential deduction

You will need to confirm the action for it to be final. Once validated, the cancellation cannot be undone.

9. Special Case: Long-Term Rentals

For long-term rentals with monthly payments, compensation is calculated based on the amounts actually paid by the guest as of the cancellation date, following the same policy. Unpaid installments are cancelled, and the affected dates are freed up in your calendar.

10. Our Tips to Limit Cancellations

  • Keep your calendar up to date to avoid availability conflicts.
  • Communicate with the guest before confirmation to ensure their plan aligns with your accommodation.
  • If you are unsure about your dates, refuse the request rather than accepting and then cancelling: a refusal is not penalized.

Need help?

If you are facing a particular situation (force majeure, unreachable guest, observed damage), contact our team via the contact form in your account before taking any action. We will assist you in finding the best solution.

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