Penalties for hosts who cancel reservations

Penalties for hosts who cancel reservations

Cancellations mess with guests' plans and can reduce confidence in our community, so as a Host you should do your best to fulfill all confirmed reservations. If something has come up and you simply can’t fulfill a reservation for any reason, it’s your responsibility (and not your guest's) to cancel as quickly as possible to allow your guest time to make new plans.

There are certain limited circumstances where there are no adverse consequences to canceling. These limited circumstances are described below.

Cancellation fee

If you cancel a confirmed reservation, a fee will be deducted from your first payout after the cancellation. The amount depends on when you accepted the reservation and how soon before check-in you canceled it:

  • More than 7 days before check-in, $50 will be deducted from your next payout
  • Less than 7 days before check-in, $100 will be deducted from your next payout

Unavailable/blocked calendar

If you cancel a confirmed reservation, your calendar may be blocked. This means you won't be able to accept another reservation that overlaps with the canceled one.

Public review

If you cancel before the day of check-in, an automated review will be posted to your listing's profile indicating that you canceled one of your reservations. These reviews can't be removed, but you may be able to write a public response to clarify why you needed to cancel.

If you cancel on the day of check-in or later, guests can choose to leave a public review on your listing’s profile.

Account suspension and deactivation

If you cancel 3 or more reservations within a year, we may suspend or deactivate your listing.

Signature Host status

Don’t chance losing your Signature Host status. You must continue to meet the Signature Host requirements during each assessment period, including maintaining a 1% or lower cancellation rate.

Limited circumstances where a host may cancel a reservation without adverse consequences 

Hosts can cancel reservations without adverse consequences in the limited circumstances described in this article. Because cancellations disrupt guests' plans and impact confidence in the Hustle Pads community, hosts should fulfill all confirmed reservations. If a host cannot fulfill a reservation because of an Extenuating Circumstances Policy or similar conditions beyond their control, it is their responsibility (and not the guest’s) to cancel in a timely manner to allow their guest time to adjust their plans.  

If the check-in time is within 24 hours, the option to cancel online for these reasons won't be available—you'll need to contact us.

You can never cancel for any reason that violates Hustle Pads Nondiscrimination Policy.

Extenuating circumstances

Hosts can cancel reservations without adverse consequences where they can establish that extenuating circumstances or similar conditions beyond their control prevent completion of the reservation. In determining whether the consequences should be waived, we may consider relevant factors including how timely the host cancelled the reservation after becoming aware they could not host.

Unauthorized parties

Hosts can cancel reservations without adverse consequences where they reasonably believe, and we confirm based on a review of available evidence such as message threads or previous reviews that mention parties, that the guest intends to hold an unauthorized party or event, or otherwise violate our Hustle Pads Policy on Parties and Large Events.

Instant Book reservations

Hosts can cancel Instant Book reservations without penalty under certain circumstances. Some examples include:

  • The guest makes it clear they’ll likely break one of the host’s house rules, like bringing a pet or smoking
  • The listing does not fit the needs of the guest
  • The guest has several unfavorable reviews or a lack of profile information that concerns the host

You’ll be able to cancel Instant Book reservations online penalty-free 3 times in one year for these reasons—after that, you’ll have to contact us to make the cancellation without penalty. Otherwise, host cancellation penalties will apply.

If you cancel a large number of your Instant Book reservations, you may be required to turn off Instant Book.

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