Last updated: April 2026
As a property owner on our platform, you play a critical role in ensuring a positive experience for guests. This policy outlines your responsibilities regarding booking management, cancellations, penalty fees, the Trust Score system, and property suspension.
Full Refund Required
When you cancel a confirmed booking that a guest has paid for, the guest will receive a full refund (100%) of the total booking amount, regardless of how close it is to the check-in date. This is non-negotiable.
If you cancel a booking that has already been confirmed, the guest receives a 100% refund. You must provide a reason for the cancellation, which will be visible to the guest.
You may reject a pending booking request before confirming it. Since the booking was not yet confirmed, no refund processing is needed. However, frequent rejections may affect your property's visibility and ranking.
20% of Booking Total
When you cancel a confirmed booking, a penalty of 20% of the total booking amount is charged. The guest receives a full refund (100%) regardless of timing.
When cancelling a booking, you must select one of the following reasons:
Overbooked
Confirming a booking when no rooms are actually available.
System Error
A technical issue that prevents fulfilment of the booking.
Emergency Maintenance
Unexpected repairs that render the property unavailable at check-in.
Property No Longer Available
Property is suddenly closed or sold.
Safety or Compliance Issue
A safety or regulatory issue preventing guest entry.
Double Booking Conflict
Date overlap caused by a booking made outside the platform.
Every property starts with a Trust Score of 100. Each time you cancel a confirmed booking, your Trust Score decreases by 10 points. If it falls below 50, your property is automatically suspended.
Each cancellation deducts 10 points. For example, starting at 100 and cancelling 5 times leaves you at 50, which triggers suspension.
When your Trust Score falls below 50, the following happens:
Your property is hidden from guest search results.
An automatic notification is sent to the admin team.
No new bookings can be received while suspended.
When the admin unsuspends your property, the Trust Score resets to 50.
Reduced visibility â Properties with high cancellation rates may be ranked lower in search results.
Warning notifications â You will receive warnings if your cancellation rate exceeds acceptable thresholds.
Account review â Persistent cancellation patterns may trigger an administrative review of your account.
Potential suspension â In extreme cases, your property listing may be temporarily or permanently suspended.
When a guest cancels their own booking, the refund is calculated based on the platform's tiered refund policy (100%, 50%, 25%, or 0% depending on how far in advance they cancel). You do not need to take any action -- the platform handles it automatically.
View Guest Refund PolicyRegularly update your calendar to prevent bookings on unavailable dates.
Confirm or reject pending bookings within 24 hours to maintain a good standing.
If issues arise, contact the guest as early as possible before resorting to cancellation.
Ensure your property details, photos, and pricing are accurate and up to date.
How do I pay a penalty?
Penalties are tracked by the admin and marked as "paid" once settled. Coordinate directly with the admin for the payment method.
Can a penalty be waived?
Yes. In cases of unavoidable circumstances (natural disasters, government orders), the admin may waive the penalty at their discretion.
How do I restore my Trust Score?
Trust Scores are manually managed by the admin. When a suspended property is unsuspended, the Trust Score is reset to 50.
Are there penalties for rejecting pending bookings?
No. Penalties only apply when an owner cancels a confirmed, paid booking. Rejecting a pending request has no financial penalty.