What should I do if the owner can’t accommodate me?
If the owner cannot accommodate you, do not cancel the reservation yourself. If the cancellation is made by you, then according to the Cancellation policy, which the owner has established, you may not receive an advance payment back.
If the owner has already canceled your pre-paid order, you will receive an email notification. In the letter you can choose what to do with the prepayment made – return it or use it for the next reservation. In case of using prepayment in a new reservation we recommend that you contact the support team, where experienced specialists will quickly select alternative housing options for you and help you make a new order.
In case of cancellation by the owner of the confirmed reservation, you will be provided with a compensation voucher*, which can be used in the next booking as payment. To do this, you need to specify its code in the comments on the next order or inform the support service before confirming a new order.
*Available during 365 days since creation.