For stays

PinOnStay allows hosts to choose among three standardized Cancellation Policies (Flexible, Moderate and Strict) that we will enforce to protect both guest and host alike.

Cancellation policies are work around check-in timings mentioned by host in the listings

Flexible

Full refund for cancellation at least 14 days before check-in

Free cancellation for 24hr after booking for all bookings made between 13 days to 2 days prior check-in

For cancellation between 13 days to 7 days prior check-in, full nightly rate including any chosen "Extra Amenities" will be refunded but full-service fees will be charged

Booking cancellation for less than 7 days prior check-in, 25% of nightly rate including "Extra Amenities" and full-service fees will be charged

If the guest arrives and decides to leave early, the nightly rate and chosen "Extra Amenities" for the nights not spent 24 hours after cancellation are fully refundable but service fees will be non-refundable

Moderate

Full refund for cancellation at least 14 days before check-in

For cancellation between 13 days to 7 days prior check-in, 25% of nightly rate including "Extra Amenities" and full-service fees will be charged, if booking is made in between 13 days to 7 days before check-in, free cancellation for 24 hours after booking

Booking cancellation for less than 7 days prior check-in, 50% of nightly rate including "Extra Amenities" and full-service fees will be charged

If the guest arrives and decides to leave early, the nightly rate and chosen "Extra Amenities" for the nights not spent 24 hours after cancellation are 50% refundable and full-service fees will be charged

Strict

Full refund for cancellation at least 14 days before check-in

For cancellation between 13 days to 7 days prior check-in, 50% of nightly rate including "Extra Amenities" and full-service fees will be charged

Booking cancellation for less than 7 days prior check-in or if guest arrives and decides to leave early after check-in, the nights not spent are non-refundable

Frequently asked questions

Do guests get a refund of the cleaning fee if any paid?

The cleaning fee is refunded if the guest cancels before check-in.

Can guests get a refund if the listing isn’t what was expected?

We’ll help guests find a new place to stay or issue a refund if the listing is inaccessible, unclean, unsafe, or if there’s an animal present that the host didn’t mention in the listing description. Learn more

First of all if something not as expected during your stay? Your first step is to message your Host to make it right. If they can’t fix it, they can offer you a partial refund.

Can guests get a full refund if the host can’t or won’t fix an issue?

Guests should contact us within 24 hours of finding the issue. In qualifying cases, we will cancel a reservation and issue a refund.

What if a guest needs to cancel because of an emergency?

We may be able to issue a refund if a guest has to cancel because of an emergency. Learn more

How long does it take to get a refund?

We send refunds immediately upon cancellation and they usually show up within 3-5 days, but sometimes it takes as long as 15 days before they reflect on the original payment method.

What if I’m not sure what my reservation’s cancellation policy is or the policy doesn’t appear here?

We occasionally let hosts try new policies that we’re testing. Always refer to your reservation details—accessible for the cancellation policy that applies to your particular stay.