Yes, and the answer depends on why you are asking. There are three different routes and they have different outcomes.
1. You changed your mind or your plans changed
This is governed by the cancellation policy that applied when you booked. Cancel before the deadline and you receive the refund it specifies. Cancel after it and the booking is generally non-refundable.
Nothing extra needs to be requested here. Cancelling through your account applies the policy automatically and tells you the amount before you confirm.
2. Something was seriously wrong with the booking
If you could not reasonably use what you paid for, this is a major booking issue and it is assessed separately from the cancellation policy. Examples include being unable to access the property, a listing that was materially different from its description, or an unsafe or unsanitary condition.
Raise it during the booking wherever possible, not after checkout. Message the host first so they have a chance to fix it, and contact [email protected] if it is not resolved. Photographs with timestamps and the message thread are what make a case decidable.
3. Something outside anyone's control happened
Force majeure events, such as a super typhoon, a government travel restriction or a disease outbreak, may qualify for a refund even where a strict policy would not normally allow it. You will need to provide evidence, such as a government advisory or a cancelled flight notification.
Foreseeable or personal circumstances do not qualify. A change of mind, a work conflict or a mild illness falls under the normal policy.
How to ask
Email [email protected] with your booking reference, a clear description of what happened, and any supporting evidence. We aim to respond within 5 business days.
Please come to us before your bank
Raising a chargeback before contacting us usually makes everything slower. The booking may be cancelled automatically while the dispute is open.