If a host cancels a confirmed booking before the service has been delivered, you are entitled to a full refund of everything you paid. The host's cancellation policy does not apply, because it governs your cancellations, not theirs.
What happens
- You are notified that the booking has been cancelled.
- A full refund is processed back to your original payment method.
- Koobo makes reasonable efforts to help you find a similar alternative.
We cannot promise an exact replacement, particularly at short notice in peak season, but we would rather help you find something than leave you to start from scratch.
When the money comes back
Refunds are initiated within 14 days, usually faster for a host cancellation. Your bank then typically takes 5 to 15 business days to post the credit, occasionally up to a full billing cycle.
The final amount may vary very slightly from what you paid if exchange rates moved between booking and refund. Koobo does not profit from that difference.
This is taken seriously
Host cancellations damage trips, and Koobo treats them as a significant issue rather than an ordinary event. Hosts who cancel may receive an automated review marker on their listing, financial penalties, or account suspension.
What to do first
Contact [email protected] as soon as you are notified, especially if your dates are close. The sooner we know, the more we can do about finding you somewhere.
If you have already found an alternative yourself, tell us anyway so we can make sure the refund is moving.
If the host cancels on arrival
A host who simply does not show up or cannot let you in is a major booking issue rather than a simple cancellation. Document it, photographs and timestamps if you can, and contact us immediately.