Cancellations and your property

Cancellations are handled by the platform under our published policy. Partners do not negotiate cancellations with guests, and guests do not contact partners about them.

When a guest cancels

Under our standard policy, a short stay cancelled 7 or more days before check-in is refunded in full; within 7 days a partial refund may apply, depending on the rate. Some rates carry different terms, shown to the guest before payment. Monthly stays use a notice period instead of a cut-off date. See the guest cancellation policy.

When a booking is cancelled the dates return to availability immediately, on flexiestays.com and on every channel.

When we cancel

Occasionally we have to cancel a booking, for example when a property is unavailable because of an urgent repair. The guest receives a full refund, including service fees, or a rebooking at no extra cost, and our team finds them an alternative apartment where possible. If the cause is on the property side, we will discuss it with you. See if we cancel your reservation.

Keeping the calendar accurate

The most common reason for a cancellation on the property side is an owner using or blocking the apartment without telling us. If you need dates for yourself, or for maintenance, tell us as far ahead as possible so the calendar is closed before anyone books. The notice you need to give is in your partner agreement.

Stays ended early

If a guest breaks the house rules seriously, our team can end the stay without a refund. That decision is ours, and we tell you when it happens. See guest standards and house rules.

Effect on payouts

How a cancelled or shortened stay affects your payout is set out in your partner agreement. See guest payments and partner payouts.