Cancellation Policies Explained

Cancellation policies

Cancellation policies determine what happens when a guest cancels their booking.

How policies are set

Cancellation policies are configured per booking platform:

• Airbnb: Offers several tiers (Flexible, Moderate, Strict, etc.)
• VRBO: Has its own cancellation policy options
• Direct bookings: We set a custom policy

The Parcel team selects the best cancellation policy for your property based on your market and property type. This is discussed during onboarding.

What happens when a guest cancels

1. The booking status changes to "Cancelled" in your portal 2. The dates become available for new bookings 3. Any refund to the guest is handled by the booking platform based on the policy 4. If applicable, you receive a cancellation payout (partial payment for the cancelled nights)

Can I change my cancellation policy?

Yes. Contact the Parcel team through Messages to discuss changing your policy. We will explain the trade-offs:

• Flexible policies attract more bookings but more cancellations
• Strict policies reduce cancellations but may decrease booking volume
• Moderate policies balance both

Owner cancellations

If you need to cancel a guest booking (for an emergency or unforeseen circumstance), contact us immediately through Messages. Guest cancellations by the host can result in penalties on booking platforms, so we handle these carefully.