I need to cancel a booking as a host

Host cancellations can seriously disrupt a guest’s travel plans. For this reason, a confirmed StayLuxe booking should only be cancelled in extraordinary circumstances.

If you believe you cannot honour a booking, contact StayLuxe Support immediately. Please do not cancel directly with the guest or ask the guest to cancel on your behalf.

When can a host cancel a booking?

Under the StayLuxe Host Agreement, a host may cancel a confirmed booking only in extraordinary circumstances, such as:

• a natural disaster;
• a government travel ban or legal restriction;
• significant property damage that makes the accommodation unsafe or unavailable; or
• the sale of the property.

You may be asked to provide supporting information, photographs, repair reports or other evidence before the cancellation is approved.

What should I do if I need to cancel?

Contact StayLuxe Support as soon as you become aware that you may not be able to host the guest. Include:

• your property name;
• the StayLuxe booking reference;
• the guest’s arrival and departure dates;
• the reason for the cancellation;
• any relevant evidence or supporting documents; and
• details of any suitable alternative accommodation you can offer.

The earlier you contact us, the more time we will have to help the guest and reduce the impact of the cancellation.

Will I be charged a cancellation penalty?

If you cancel for a reason that does not qualify as an extraordinary circumstance, a penalty equal to 20% of the accommodation amount will apply.

The penalty may be deducted from the affected booking payout, another payout owed to you, or otherwise recovered from you in accordance with the Host Agreement.

Can the cancellation penalty be waived?

StayLuxe may consider waiving some or all of the 20% penalty when all of the following apply:

• you notify StayLuxe within 24 hours of the booking being confirmed;
• the guest’s check-in date is more than 30 days away; and
• you work with StayLuxe in good faith to find suitable alternative accommodation for the guest.

Any waiver is at StayLuxe’s discretion and is not guaranteed.

Are payment-processing fees refundable?

No. When a host cancellation results in a refund to the guest, the host remains responsible for the payment-processing fee associated with that booking. This fee applies even if StayLuxe waives the 20% cancellation penalty.

The processing fee may be deducted from your current or future payout or otherwise recovered from you.

What happens to the guest’s booking?

StayLuxe will assist with notifying the guest, arranging any applicable refund and, where possible, helping the guest find alternative accommodation.

Hosts must cooperate promptly and in good faith with any reasonable request from StayLuxe relating to the cancellation or relocation of the guest.

What if the property has an urgent safety problem?

If the accommodation is unsafe or cannot be occupied, contact StayLuxe Support immediately and take reasonable steps to protect the guest. Do not allow a guest to check in to a property that presents a genuine health or safety risk.

Provide photographs, contractor reports or other relevant evidence where available.

Can a host cancellation affect my listing?

Yes. StayLuxe may take host cancellations into account when reviewing a property’s performance and continued eligibility to remain on the platform.

Repeated, avoidable or unjustified cancellations may result in additional action, including suspension or removal of the listing, in accordance with the StayLuxe Host Agreement.

Important information

Each cancellation is reviewed based on its circumstances. Contacting StayLuxe does not automatically mean that the cancellation is approved or that penalties will be waived.

This article is a general explanation of the host cancellation process. If there is any inconsistency between this article and the StayLuxe Host Agreement, Cancellation Policy or other Platform Terms, the applicable agreement and terms will take priority.