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

An unexpected cancellation can occur, either initiated by you or by your guest. To help you avoid any unpleasant surprises, here's what Roomlala provides for each scenario: what you'll receive, what risks you face, and the procedure to follow.

1. Different Cancellation Scenarios

Depending on who cancels and when, the consequences vary:

  • The guest abandons their request before paying: there's 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 for 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'll 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% of the rent as compensation
  • Less than 2 days before arrival: full payment of the rent

5. Strict Policy

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

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

6. When You Cancel a Confirmed Booking

Sometimes, unforeseen circumstances 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 again in your calendar.
  • The guest is informed of your cancellation by email.

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

7. Penalties for Repeated Cancellations

Cancellations by a host significantly inconvenience guests. To maintain service quality on the platform, Roomlala applies a deduction beyond a certain threshold:

  • Your first cancellation within the last 6 months will not incur any deduction.
  • From the 2nd cancellation within the same period, a deduction of 20% of the rental amount for the first cancelled payment can be applied to your future payouts.
  • Cases of force majeure (natural disaster, major technical issue 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 over 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 a long-term rental with monthly payments, compensation is calculated based on the amounts actually paid by the guest up to the cancellation date, according to the same policy. Unpaid instalments 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 plans align with your accommodation.
  • If in doubt about your dates, decline the request rather than accepting and then cancelling: a refusal is not penalising.

Need Help?

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

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