What happens in the event of cancellation? (for the guest)

An unforeseen event, a change of plans, or the host can no longer host you? Cancellation is always possible on Roomlala. We explain what happens in each case and what you get back depending on the situation.

1. The different cancellation cases

Depending on the timing and the person cancelling, the situation varies:

• You cancel before having paid (you change your mind or do not proceed with the request): no amount has been charged, there is nothing to refund.
• You cancel after having paid and the host has confirmed: the refund depends on the cancellation policy of the listing and the number of days before your arrival (see below).
• The host cancels your confirmed booking: you are fully refunded, including Roomlala service fees.
• The host declines your request or does not respond in time: your payment (if it was made) is fully returned to you.

2. When the host cancels your stay

If your host cancels a booking that is already confirmed and paid, you are protected. In practice:

• You are refunded 100% of the amount paid, including Roomlala service fees. The listing's cancellation policy does not apply in this case: it only concerns cancellations initiated by the guest.
• You are notified by email as soon as the host proceeds with the cancellation, with details of the refund.
• The refund is triggered automatically by Roomlala. You do not need to take any steps to get your money back.
• The dates become available again for the host, but your protected payment remains secured until it is returned to you.

Roomlala takes this type of situation very seriously: a host who cancels repeatedly faces financial penalties. If you need to find accommodation urgently, our team can help you identify other listings that match your criteria.

3. The three possible cancellation policies

When you are the one cancelling, the refund depends on the policy chosen by the host for their listing. Each Roomlala listing is associated with one of the following three policies. They are displayed on the listing and in the summary of your booking, under the "Cancellation policies" section.

4. Flexible policy

The most flexible for the guest.

• 2 days or more before arrival: 80% refunded
• Less than 2 days before arrival: no refund

5. Moderate policy

• 14 days or more before arrival: 80% refunded
• Between 14 days and 2 days before arrival: 40% refunded
• Less than 2 days before arrival: no refund

6. Firm policy

The most restrictive, often chosen for highly popular stays.

• 30 days or more before arrival: 80% refunded
• Between 30 days and 2 days before arrival: 40% refunded
• Less than 2 days before arrival: no refund

7. What to know about fees and commission

Some useful clarifications to help you understand what you get back:

• Roomlala service fees are not refunded if you cancel, regardless of the policy. As these fees are largely paid during the first payment, this is the amount you do not get back.
• If the host cancels your stay, you are 100% refunded (rent, fees, and Roomlala commission included).
• If you cancel shortly after paying (due to an error or immediate regret), contact us quickly: a full refund may be considered if the cancellation occurs within a few hours of payment and sufficiently in advance of arrival.

The exact amount that will be refunded to you is always shown before you confirm the cancellation: so you know precisely what you are getting back before you proceed.

8. How to cancel your booking

To cancel, go to My bookings, open the details of the relevant booking, and use the cancellation option. You will be able to see the amount that will be refunded to you before confirming permanently.

Once the cancellation is confirmed, the host is notified by email and you also receive a confirmation with the details of the refund.

9. Refund timeline

The refund is triggered as soon as the cancellation is validated. Depending on your bank, the amount will reappear in your account within a few working days. If you see nothing after a week, contact us.

10. Special case: long-term rentals

For long-term rentals paid in monthly instalments, only the months already paid are taken into account for the refund calculation. The cancellation policy applies in the same way to the amounts actually paid.

Future instalments are simply cancelled: no further payments will be requested from you.

Need help?

A cancellation can sometimes be a source of stress. If you have any doubts or if your situation is special, contact us via the contact form in your account. We are here to support you.