Host cancellations are treated seriously on Koobo, because a guest who loses a place to stay after they have booked flights has a real problem and very little time to solve it.
What happens to the guest
The guest receives a full refund of everything they paid, regardless of what your listing's cancellation policy says. Your policy governs guest cancellations, not yours. Koobo also makes reasonable efforts to help them find a similar alternative, though we cannot promise an exact replacement.
What happens to you
Depending on the circumstances and whether it has happened before, a cancellation may result in:
- An automated review on your listing indicating that the booking was cancelled by the host
- Financial penalties
- Suspension of your account
Repeated cancellations are what escalate this. A single unavoidable cancellation handled well is treated differently from a pattern.
How to avoid getting there
Most host cancellations trace back to a calendar that was not current. If you take bookings anywhere else, block those dates on Koobo the same day.
- Keep availability updated, particularly in peak season
- Block dates immediately when you accept a booking elsewhere
- If you use a channel manager such as Hospitable, keep the sync connected and check it periodically
If you genuinely cannot host
Tell the guest as early as you possibly can, through Koobo messages so there is a record, and contact [email protected] at the same time. Early notice gives the guest a chance to rebook and gives us a chance to help them. A cancellation the day before arrival is a much bigger problem than the same cancellation three weeks out.
Force majeure
If a typhoon, government order or comparable event makes hosting genuinely impossible, that is assessed differently from an ordinary cancellation. Contact us with the details rather than simply cancelling.