Canceling a reservation as a Provider without adverse consequences

It’s important to know that Providers should never cancel for any reason that violates our policies.

Valid cancellation reasons

We understand that cancellations are sometimes unavoidable due to circumstances outside of the Provider’s control. If a Provider has to cancel for a valid reason, we’ll work with them and help their Doers find another place to stay, without the Provider incurring cancellation fees or other consequences from canceling. 

Valid cancellation reasons include:

• Circumstances beyond the Provider’s control, such as major damage to a listing, emergency repairs (like a gas leak or a burst pipe), or serious personal illness that prevents Providering
• An Extenuating Circumstance, such as declared emergencies and epidemics or government travel restrictions

To cancel in one of these situations, a Provider may be required to submit proof. For example, they might be asked to provide photos, videos, and other documentation in the case of emergency repairs, or a letter from a doctor in the case of serious personal illness.

If a Provider cannot honor a reservation—regardless of the reason—it’s their responsibility to cancel in a timely manner to allow their Doer time to adjust their plans.