You can cancel a booking yourself from your Koobo account. Before you do, check what refund you are entitled to, because that is determined by the host's cancellation policy and it is applied strictly.
How to cancel
- Log in to your Koobo account and open your bookings.
- Select the booking you want to cancel.
- Choose the cancellation option and follow the prompts.
- You will be shown the refund amount, if any, before you confirm.
If you cannot access your account or the booking is imminent, email [email protected] with your booking reference.
Check the refund before you confirm
The cancellation screen tells you what you will get back under the policy that applied when you booked. If that figure is not what you expected, stop and contact us before confirming rather than after.
Timing is everything
- Cancel before the policy deadline and you receive the refund your policy specifies, usually in full.
- Cancel after the deadline and the booking is generally non-refundable.
- Do not turn up without cancelling and it is treated the same as a late cancellation, with no refund.
If you just want to change dates
You do not have to cancel. Message the host through Koobo and ask. If they can accommodate the change, it is handled through the platform, sometimes by cancelling and rebooking at the current rate. Both of you have to agree, and until a change is confirmed the original booking stands.
If something outside your control has happened
Serious events such as a typhoon closing the airport or a government travel restriction are assessed separately from the normal policy. Contact [email protected] with evidence before cancelling, rather than cancelling first and asking afterwards.
When the refund arrives
Eligible refunds are initiated within 14 days and go back to your original payment method. Your bank then typically takes 5 to 15 business days to post the credit.