What happens in the event of a cancellation? (for the guest)

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

1. Different cancellation scenarios

Depending on the timing and who is cancelling, the situation varies:

• You cancel before having paid (you change your mind or decide not to proceed with the request): no amount has been charged, so there is nothing to refund.
• You cancel after having paid and the host has confirmed: the refund depends on the cancellation policy of the listing 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 processed) is returned to you in full.

2. When the host cancels your stay

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

• 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 informed by email as soon as the host processes the cancellation, with the details of the refund.
• 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 is subject to financial penalties. If you need to find a place to stay urgently, our team can help you identify other listings that match your criteria.

3. The three possible cancellation policies

When you are the one cancelling, the refund depends on the policy chosen by the host for their listing. Each Roomlala listing is associated with one of the three following policies. They are displayed on the listing and in the summary of your booking, in the "Cancellation policies" 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 useful points to help you understand what you will get back:

• Roomlala service fees are not refunded if you cancel, regardless of the policy. As these fees are largely paid at the time of the initial payment, this is the amount you do not recover.
• If the host cancels your stay, you are refunded 100% (rent, fees, and Roomlala commission included).
• If you cancel immediately after paying (due to a mistake or immediate regret), contact us quickly: a full refund may be considered if the cancellation occurs within a few hours of the payment and sufficiently ahead of the arrival date.

The exact amount that will be refunded to you is always displayed before you confirm the cancellation: you therefore know precisely what you are getting back before confirming.

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 see the amount that will be refunded to you before finalising the process.

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, contact us.

10. Special case: long-term rentals

For long-term rentals paid in monthly instalments, 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 charges will be requested from you.

Need help?

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