Import once
Turn your Airbnb or Booking.com listing into a direct booking website and guest guide.
Evidence checked September 1, 2026
Use the reservation as the source of truth, separate a guest cancellation from a host-initiated cancellation, and document the reason before promising a refund or changing the booking.
Short answer
The policy attached to the live reservation controls the standard refund. Platform exceptions, property issues and host-cancellation rules can override or add consequences. Verify the booking and current Airbnb help article before acting.
Platform policies change, regional rules can differ and existing bookings may keep older terms. This guide was checked on September 1, 2026; it is not legal advice or a payout guarantee.
Airbnb currently separates standard policies for stays of 27 nights or fewer from long-term policies for stays of 28 nights or more. Its standard short-stay policies include a qualifying 24-hour cancellation period.
| Policy | Current standard window | Host note |
|---|---|---|
| Flexible | Full refund until 24 hours before check-in | After that, host payout depends on nights stayed plus the next night. |
| Moderate | Full refund until 5 days before check-in | After that, Airbnb currently describes partial host payout for unspent nights. |
| Limited | Full refund until 14 days before check-in | 50% refund 7-14 days before; less than 7 days is generally non-refundable apart from applicable taxes. |
| Firm | Full refund until 30 days before check-in | 50% refund 7-30 days before; less than 7 days is generally non-refundable apart from applicable taxes. |
| Invitation-only policies | Strict and Super Strict may appear for eligible hosts | Do not assume availability; use the policy shown in the listing and reservation. |
Direct them to the reservation’s cancellation controls. Do not promise a refund before checking the attached policy.
Price and availability may change. Review the alteration before accepting and keep the agreement in Airbnb.
Do not ask the guest to cancel. Document the reason, contact Airbnb when needed and use the host-cancellation flow promptly.
Protect safety first, block affected dates, gather objective evidence and ask Airbnb which policy applies.
Airbnb currently distinguishes guest-policy refunds from host cancellation consequences. It says host fees may be waived for certain valid reasons or major disruptive events after evidence review, while other consequences can still apply.
Adapt the facts and timing. Do not promise a refund amount the platform has not confirmed.
Hi [guest name], I’m sorry your plans changed. Please open this reservation in Airbnb and review the cancellation option shown there. Airbnb will calculate the applicable refund from the policy attached to your booking. I have not changed or cancelled the reservation from my side.
Hi [guest name], I can check a date change before either of us acts on the reservation. Please send the dates you prefer. I’ll confirm availability and any price difference through Airbnb, and you can review the alteration before accepting.
Hi [guest name], an unexpected issue at the property may affect your stay. I am documenting it with Airbnb now and will update you through this thread by [time]. Please do not cancel on my behalf; I will follow Airbnb’s process if the reservation cannot be honored.
Cancellation decisions belong in the booking platform. Guest-facing preparation belongs in clear messages and a current guide. Host Pilot can help a small host reuse reviewed property information across a direct-booking website, digital guest guide and connected communication, but it does not decide Airbnb or Vrbo refunds and it is not legal counsel.
If an outage or property problem changes access, amenities or check-in, update the guide and scheduled messages after the platform case is stable. Do not let an old automation send a confident arrival message for a stay under review.
Plan the communication workflow
Open the reservation details and read the policy attached to that booking. Airbnb sometimes tests or changes policies, and existing reservations may not match a general help article.
Airbnb currently says standard policies for stays under 28 nights include a 24-hour full-refund period when the reservation was confirmed at least seven days before check-in. Verify the actual booking.
Airbnb may withhold payout, charge a fee, block dates or apply account consequences. A documented valid reason or major disruptive event may qualify for a waiver, but Airbnb decides after review.
No. If the host cannot honor the stay, the host should follow Airbnb’s host-cancellation process and should not pressure the guest to cancel on the host’s behalf.
Yes. Airbnb says major disruptive events and issues covered by its rebooking and refund rules can override the listing policy.
Yes. Airbnb applies long-term policies to stays of 28 nights or more. The reservation details are the safest place to verify the exact terms.
No. This guide is operational information for hosts. Check platform terms, the reservation and applicable local law before making a decision.
The safest sequence is reservation first, evidence second, communication third. Once the booking outcome is clear, update every property instruction or scheduled message that the change affects.