What are the main types of Airbnb cancellation policies?

The page describes Flexible, Moderate, Firm and Strict cancellation policies, plus an optional non-refundable option that hosts can add to provide additional protection against cancellations.

How does Airbnb’s Flexible cancellation policy work?

With the Flexible policy, guests can cancel up to 24 hours before check-in for a full refund, and the host is not remunerated.

How does Airbnb’s Moderate cancellation policy work?

With the Moderate policy, guests must cancel at least five days before check-in to receive a full refund, and hosts receive no compensation.

How does Airbnb’s Firm cancellation policy work?

With the Firm policy, guests must cancel 30 days before check-in for a full refund (or within 48 hours after booking). If cancellation occurs within seven days of check-in, guests receive a 50% refund for all nights booked.

How does Airbnb’s Strict cancellation policy work?

With the Strict policy, hosts receive a 50% payout if guests cancel between 7 and 14 days before check-in. If guests cancel after that period, hosts receive 100% of the nights booked.

When can a cancellation policy be overridden and a guest given a refund?

The page notes refunds can be issued in certain situations, including inaccessible accommodation (e.g., no key exchange), unclean or unsafe conditions (or an undeclared animal), inability to contact the host, serious issues reported within the first 24 hours where the host cannot or refuses to help, and extenuating circumstances such as natural disasters.

What should hosts know about Airbnb refunds and fees?

The page explains that full refunds apply to the nightly rate only, guest fee refunds depend on factors, the cleaning fee is not paid if a guest cancels before check-in, separate policies apply to Luxe stays, and host cancellations can leave calendar days blocked for a period.

How can the right cancellation policy help reduce disputes?

The page suggests that choosing an appropriate cancellation policy can reduce disputes raised through booking platforms and help hosting operations run more smoothly when cancellations occur.

Dealing With Cancellations & Refunds

Airbnb Refund Process

As Airbnb property managers, we handle the entire booking process, including managing last-minute cancellations, refunds and gaps in the diary.

Very well appointed flat. Convenient for station, shops and restaurants.

2 older ladies found it difficult to get on the ground to the key safe

Stephanie
6/05/2025

Airbnb Guest Refund Policy

Even if you do an incredible job, there will always be a time when you need to give your guests a refund for some particular reason. Mistakes happen, and so does life, causing guests to cancel.

We’ve learned that when it comes to travel, not everything always goes as planned – and to think you’ll never receive a negative review or need to issue a refund for your Airbnb is wrong.

One beauty of having dedicated property managers like us handle the entire booking management of your short-let is that you don’t have to deal with any guest nuisances – it’s our job to ensure we please guests and keep refunds to a minimum.

So, how do refunds work on Airbnb – and at the same time, how do you handle and protect your Airbnb business and reputation? Let’s dive into the various cancellation policies, how you’re protected, and instances where refunding is non-negotiable.

    
 
 
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   Mark Feerick 
 13. February, 2026.
 
 
 Trustindex verifies that the original source of the review is Google. I genuinely couldn’t recommend HelloGuest more highly.

From start to finish they were professional, organised and incredibly responsive. The team consistently replied within minutes whenever I had a question, and nothing ever felt too much trouble. That level of attentiveness makes a huge difference when you’re managing a property.

Veronica in particular was exceptional. Calm, clear, and completely on top of everything. It was obvious she genuinely cares about both owners and guests, and she always handled situations efficiently and thoughtfully.

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If you’re looking for a management company that is responsive, professional and genuinely proactive, HelloGuest are exactly that.

Thank you Veronica (owner) and the whole team – it’s been a pleasure working with you.
  
 
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   Richard Howells 
 6. October, 2025.
 
 
 Trustindex verifies that the original source of the review is Google. Great place to stay. Has everything you need and tucked away nicely so it’s private and quiet. Much better than booking a hotel. We will definitely use again.
  
 
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   Marl Een 
 28. June, 2025.
 
 
 Trustindex verifies that the original source of the review is Google. Lovely place to stay, clean, charming and well decorated, perfect for a short holiday by the seaside!
  
 
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   Mark More O'Ferrall 
 2. June, 2025.
 
 
 Trustindex verifies that the original source of the review is Google. I have been using this outstanding agency since April 2022. First class. They have zero staff turnover which says everything. Best of the 3 short let agencies I have used by such a distance it is simply embarrassing. They won an award last year as the best AIRBNB agency in Northern Europe. I was not in the least bit surprised. They keep my stunning property spotless.

Types Of Airbnb Cancellation Policies

Mistakes happen, and so does life, causing guests to cancel. When working with HelloGuest, we’ll help you to choose the right cancellation policy for your listing that ensures business continues to run smoothly in the event of a cancellation.

Flexible

Guests have 24 hours before check-in to make a cancellation for a full refund. The host will not be remunerated.

Moderate

Guests must cancel for a full refund five days before check-in. Hosts receive no compensation.

Firm

Guests must cancel 30 days before check-in for a full refund or 48 hours after booking. In less than 7 days, 50% for all nights booked.

Strict

Hosts will get a 50% refund if guests cancel between 7 and 14 days before check-in – if they cancel after this period, you’ll receive 100% of the nights booked.

Non-refundable option:

Hosts can add a non-refundable option to their listings, enabling them to earn more money and providing better protection against cancellations. More often than not, it will ensure a guarantee that the guest shows up.

Refund Exceptions

There are certain instances where your refund policy can be overridden. In such circumstances, guests might be given a full refund that’s by Airbnb’s Terms of Service, for example:

The holiday let is inaccessible to the guest – with no key exchange.
The holiday home is unclean, unsafe or has an animal that wasn’t declared.
In instances where the guest cannot get in touch with the host.
When guests have to reach out to Airbnb within the first 24 hours of finding a serious issue that the host can’t or refuses to help with.
The guest has been forced to cancel in extenuating circumstances, such as natural disasters.

See the extenuating circumstances list.

Read The Fine Print – The Details

What you need to know about Airbnb refunds and the bits you won’t necessarily find out easily:

Full refunds are only applicable to your nightly rate only. Refunds given for Airbnb guest fees will depend on certain factors.
The cleaning fee will not be paid if the guest cancels before check-in.
Separate cancellation policies apply to Luxe stays.
If hosts are to cancel their stays, your calendar days may remain blocked off during this period.
When setting a non-refundable refund option, it is up to the discretion of the host to handle and cater for certain cancellations.
If your listing description is inaccurate, guests can claim a refund – this can be as simple as stating you’re close to an area when you’re an hour away.

We Help You Manage Your Bookings

Choosing the right Airbnb cancellation policy for our managed holiday lets helps reduce disputes raised on Airbnb and the need for their staff to intervene.

It’s typically for Airbnb hosts to choose the flexible cancellation policy, which is more suited to guests and waives any cancellation fees. And as a result and as a sign of appreciation from your guest, your booking rate will rise.

Moderate cancellation policies are better for experienced hosts who only want to attract guests unlikely to cancel. The strict cancellation policy is not always advisable, as travel plans often change, and guests in this area may prefer greater flexibility.

Whilst this will encourage guests to book if they’re serious about your property, it might not always keep the booking calendar full.

Sit and have a chat with us to work out what will be best for you right now:

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Toby France

Trusted Property Manager & Co-Founder

“I’ve worked with thousands of short-let properties and helped every business determine their business goals and achieve them.”

Veronica Tribolati

Airbnb Manager

Being a natural extrovert and a go-getter, Veronica is a great communicator and is the face of HelloGuest.

Securing 5 Star Reviews every time. More.
Cancellation policies for Airbnb. More.

Summarise Page

HelloGuest explains Airbnb refunds and last-minute cancellations, covering flexible-to-strict policies, non-refundable options, and exceptions. It highlights the fine print and shows how managers minimise disputes and gaps in the calendar.

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