Cancellation Policy
Clear, fair policies that protect both guests and hosts
Standard Cancellation Policy
This is the default policy for most properties on iStays. The policy is based on the number of days between cancellation and the scheduled check-in date.
30+ Days Before Check-in
Full refund of accommodation cost. Service fees are refundable.
This provides flexibility for guests whose plans change well in advance while giving hosts time to re-book.
14-29 Days Before Check-in
50% refund of accommodation cost. Service fees are non-refundable.
At this point, it becomes harder for hosts to fill the vacancy, so partial compensation is provided.
Less Than 14 Days Before Check-in
No refund. The owner retains the full booking amount.
Last-minute cancellations make it nearly impossible for owners to re-book, resulting in lost income.
Service Fees
Guest service fees are refundable for cancellations made 30+ days before check-in. For cancellations made less than 30 days before check-in, service fees are non-refundable as platform costs have already been incurred.
Special Circumstances
Owner Cancellations
If an owner cancels a confirmed booking, the guest receives a full refund including all service fees. The owner may also face penalties including loss of featured status and listing suspension.
Extenuating Circumstances
In cases of documented emergencies, natural disasters, or serious illness, we may provide exceptions to the standard policy. Documentation is required and each case is reviewed individually.
Examples include: Death of guest or immediate family member, serious injury or illness requiring medical attention, natural disasters, government travel restrictions.
Property Issues
If the property is not as described, unsafe, or uninhabitable, contact our support team immediately. We will work to relocate you or provide a full refund including service fees. Report issues within 24 hours of check-in.
Multi-Month Bookings
For bookings longer than one month, cancellation works differently:
- 1The first month follows the standard cancellation policy based on time until check-in
- 2For subsequent months, you can cancel with 30 days notice for a full refund of those months
- 3Already-paid months are non-refundable unless covered by extenuating circumstances
Important Notes
- • Individual properties may have different cancellation policies
- • Always check the specific policy before booking
- • Refunds are processed within 5-10 business days
- • Contact support with questions before cancelling