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

Updated on 20/04/2026

An unexpected event, a change of plans, or has the host become unable to accommodate you? Cancellation is always possible on Roomlala. We'll explain what happens in each scenario and what you'll get back depending on the situation.

1. Different cancellation scenarios

Depending on the timing and who cancels, the situation isn't always the same:

  • You cancel before paying (you change your mind or don't proceed with the request): no amount has been charged, so there's 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 Roomlala service fees.
  • The host declines your request or doesn't respond in time: your payment (if made) is fully refunded to you.

2. When the host cancels your stay

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

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

Roomlala takes these types of situations very seriously: a host who cancels repeatedly may face 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 cancel, 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 your booking summary, under the 'Cancellation policy' section.

4. Flexible Policy

The most flexible for the tenant.

  • 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. Strict 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

Some useful clarifications to understand exactly what you'll get back:

  • Roomlala service fees are not refunded if you cancel, regardless of the policy.
  • If the host cancels your stay, you are 100% refunded (rent, fees, and Roomlala commission included).
  • If you cancel immediately after paying (error, immediate regret), contact us quickly: a full refund may be considered if the cancellation occurs within a few hours of payment and sufficiently in advance of arrival.

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'll be able to see the amount that will be refunded to you before definitively confirming.

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

9. Refund timeframe

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 don't see anything after a week, please contact us.

10. Special case: long-term rentals

For a long-term rental paid in monthly instalments, only the months already paid for are included in the refund calculation. The cancellation policy applies in the same way to the amounts actually paid.

Need help?

A cancellation can sometimes be a source of stress. If you have any doubts or if your situation is unique, contact us using the contact form in your account. We are here to help you.

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