How to handle a cancellation request professionally

Cancellations are an inevitable part of hosting. How you handle them can make the difference between a positive review and a negative one. Here's our recommended approach:

Respond quickly

When a cancellation request comes in, respond within a few hours. Leaving guests in limbo causes anxiety. Even a quick acknowledgement goes a long way.

Follow the policy — and communicate it clearly

Explain what refund the guest is entitled to based on your cancellation policy. Be clear and factual.

Show empathy

People cancel for all sorts of reasons — illness, family emergencies, travel disruptions. A little empathy costs nothing and is remembered.

Consider a goodwill gesture for genuine hardships

For genuine emergencies, offering a partial refund beyond what the policy requires can generate enormous goodwill and a positive review despite the cancellation.

Re-open your availability immediately

As soon as a cancellation is confirmed, update your availability so the dates can be rebooked.