What happens in case of cancellation? (for the host)

A cancellation can happen, either initiated by you or by your guest. To avoid any unpleasant surprises, here's what Roomlala provides in each case: what you receive, what you risk, and the procedure to follow.

1. Different Cancellation Scenarios

Depending on who cancels and when, the consequences are not the same:

  • The guest abandons their request before paying: there is no commitment, so no impact for you.
  • The guest cancels after paying: you may receive compensation, depending on your listing's cancellation policy and the number of days before arrival.
  • You cancel a confirmed booking: the guest is fully refunded, and a penalty may apply in case of repeated cancellations.
  • You do not respond to a request in time: the request automatically expires, and the guest is not charged.

2. When the Guest Cancels: Your Compensation

Each listing is associated with a cancellation policy that you chose during its creation. It determines what you receive if the guest cancels after paying.

3. Flexible Policy

  • 2 days or more before arrival: no payment for you
  • Less than 2 days before arrival: full payment of the rent

4. Moderate Policy

  • 14 days or more before arrival: no payment for you
  • Between 14 days and 2 days before arrival: 30% compensation of the rent
  • Less than 2 days before arrival: full payment of the rent

5. Strict Policy

  • 30 days or more before arrival: no payment for you
  • Between 30 days and 2 days before arrival: 30% compensation of the rent
  • Less than 2 days before arrival: full payment of the rent

You can modify the cancellation policy of your listings at any time from your account, in the pricing settings of each listing. The new policy only applies to future bookings.

6. When You Cancel a Confirmed Booking

It can happen that an unforeseen event forces you to cancel a confirmed stay: water damage, emergency repairs, change in personal situation. In this case:

  • The guest is refunded 100% of the amount paid, including Roomlala service fees.
  • The affected dates automatically become available again in your calendar.
  • The guest is informed by email of your cancellation.

Before confirming the cancellation from your account, Roomlala displays a summary indicating whether a penalty applies to your situation.

7. The Penalty for Repeated Cancellations

Cancellations by a host severely penalize guests. To maintain service quality on the platform, Roomlala applies a deduction beyond a certain threshold:

  • Your first cancellation in the last 6 months does not trigger any deduction.
  • From the 2nd cancellation within the same period, a deduction of 20% of the rental amount of the first canceled installment may be applied to your next payments.
  • Cases of force majeure (natural disaster, major technical problem with the accommodation, etc.) are examined by our team before any potential deduction. If validated, the cancellation is not counted in your history.

8. How to Cancel a Booking

To cancel, go to My Bookings, open the conversation with the relevant guest and use the cancellation option. You will first see:

  • The amount that will be refunded to the guest
  • The number of cancellations already counted over 6 months
  • The estimate of any potential deduction

You will need to confirm the action for it to be final. Once validated, the cancellation cannot be undone.

9. Special Case: Long-Term Rentals

For a long-term rental with monthly payments, the compensation calculation is based on the amounts actually paid by the guest at the date of cancellation, according to the same policy. Unpaid installments are canceled, and the affected dates are freed up in your calendar.

10. Our Tips to Limit Cancellations

  • Keep your calendar updated to avoid availability conflicts.
  • Communicate with the guest before confirmation to ensure their project matches your accommodation.
  • If you have doubts about your dates, refuse the request rather than accepting and then canceling: a refusal is not penalized.

Need help?

If you are facing a particular situation (force majeure, unreachable guest, reported damage), contact our team via the contact form in your account before taking action. We will assist you in finding the best solution.

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