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

An unforeseen event, a change of plans, or has the host become unable to accommodate you? Cancellation is always possible on Roomlala. We explain what happens in each case and what you will recover depending on the situation.

1. Different cancellation scenarios

Depending on the timing and who cancels, the situation varies:

• You cancel before paying (you change your mind or do not proceed with the request): no amount has been debited, so there is nothing to refund.
• You cancel after paying and the host has confirmed: the refund depends on the listing's cancellation policy 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 rejects your request or does not respond in time: your payment (if made) is fully refunded to you.

2. When the host cancels your stay

If your host cancels an already confirmed and paid booking, you are protected. Specifically:

• 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 tenant.
• You are informed by email as soon as the host cancels, with details of the refund.
• The refund is automatically triggered by Roomlala. You do not need to take any action to get your money back.
• The dates become available again for the host, but your protected payment remains held until it is returned to you.

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

3. The three possible cancellation policies

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

4. Flexible Policy

The most lenient for the tenant.

• 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. Strict Policy

The most restrictive, often chosen for highly sought-after 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 understand what you will recover:

• Roomlala service fees are not refunded if you cancel, regardless of the policy.
• If the host cancels your stay, you are refunded 100% (rent, fees and Roomlala commission included).
• If you cancel immediately after paying (mistake, 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.

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 you will be refunded before confirming permanently.

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

9. Refund timeframe

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, please contact us.

10. Special case: long-term rentals

For a long-term rental paid in monthly instalments, only the months already paid are included in the refund calculation. The cancellation policy applies in the same way to the amounts actually paid.

Need help?

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