What happens in the event of an early departure?

Did an unforeseen event force you to cut your stay short or cancel your booking? Don't panic: here is what happens in each situation, whether your stay has already begun or not, and whether the period in question has been paid for or not.

Your stay has not yet begun

You have not paid yet

As long as you have not made a payment, you can cancel freely. Open the relevant conversation in your messages, then click on "Cancel my request". You will not be charged anything.

You have pre-paid, but the host has not yet accepted

At the time of payment, you simply authorized Roomlala to charge the amount: this is not yet a final charge. If you cancel at this stage, or if the host declines or does not respond, you are automatically and fully refunded.

Your booking is confirmed and you wish to cancel

You can cancel up to and including the day of your arrival, from the conversation with your host, by clicking on "Cancel" then "Confirm cancellation". The exact amount of your refund is displayed before you confirm: nothing is done without your agreement.

Good to know: if you have just paid (less than 6 hours ago) and your arrival is scheduled in 3 days or more, you are fully refunded.

In other cases, the refund of the rent depends on the cancellation policy chosen by the host, as indicated on the listing:

• Flexible: 2 days or more before arrival, 80% refunded. Less than 2 days before, no refund.
• Moderate: 14 days or more before arrival, 80% refunded. Between 14 and 2 days before, 40% refunded. Less than 2 days before, no refund.
• Firm: 30 days or more before arrival, 80% refunded. Between 30 and 2 days before, 40% refunded. Less than 2 days before, no refund.

These percentages apply to the rent, excluding service fees. Cleaning fees, additional guest fees, and tourist tax are always fully refunded to you.

If you have chosen to pay in installments, the same rules apply to the amounts already paid, and upcoming charges are canceled.

Your booking is confirmed and the host cancels

If the host cancels before your arrival, you are fully refunded, including service fees. You receive a notification and the host is asked to explain the reasons for their cancellation.

For the host: cancellations are counted over the last 6 months. From the second cancellation in this period, a 20% withholding on the rental amount of the first canceled installment may be applied to future payouts. Cases of force majeure are reviewed by our team before any potential withholding. Note: cancellation is only possible until the day before the tenant's arrival.

Your stay has already begun

Once you have arrived at the property, you can no longer cancel the booking, but you can shorten the duration of your stay at any time. Go to the payment schedule for your stay (accessible from the conversation with your host), then click on "Shorten stay" and choose your new end date.

What happens depending on the periods involved:

• Period already paid: it remains acquired by the host and is not refunded. Your new end date therefore cannot be before the end of the last period you have paid for.
• Unpaid periods: upcoming installments are automatically canceled. You do not have to do anything, and no further payment will be requested for these periods.
• Departure during an unpaid installment: if your new end date falls in the middle of a period not yet paid, a reduced installment is recalculated pro-rata for the remaining days. Only these days will be charged to you.

Once the change is validated, you and your host will each receive a confirmation email, and the released dates will become available again on the listing calendar. The host can also shorten the stay from their own schedule, according to the same rules.

Our advice: talk about it with the other party first via the messaging system. An early departure always goes better when it has been discussed together.

The tenant left without paying the following installments

Are you a host and your tenant has left the property while leaving unpaid installments? If the last paid period ended more than 14 days ago, an "Cancel schedule" button will appear on the schedule page. By confirming, the stay is ended at the end of the last paid installment, the unpaid installments are removed, and your calendar is opened for new requests.

What about the security deposit?

If a security deposit is managed via Roomlala, its deadlines are automatically recalculated based on the new departure date: the host has 10 days after departure to declare any potential damage, and the deposit is returned to the tenant no later than 15 days after departure.

In case of dispute or disagreement

If you leave the accommodation because of a disagreement with the host, non-compliant accommodation, or an inability to be hosted, do not cancel your booking yourself: the cancellation would be attributed to you and the refund conditions above would apply. You must contact our team via the contact section: we will review your situation.