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If the landlord cancels your booking or delays your move-in
If the landlord cancels your booking or delays your move-in

The landlord cancels your booking or causes other last-minute issues. Here’s how we can help.

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Written by Nagranee Channa
Updated over a week ago

If everything goes well with your booking, you can look forward to a happy stay in your new home.

But sometimes, things can go wrong. Usually, we ask landlords and tenants to work things out directly if they can. But we know that's not always possible.

That's why every booking comes with Tenant Protection.

If you face any of these issues and the landlord can't fix it, contact us for help. Our Trust & Safety team will give you personal, high-priority support to help resolve the issue.

Booking is canceled by the landlord

If the landlord cancels your booking and they can't offer you another place, contact us for help. We'll help you find a similar, comparably-priced place.

If you'd prefer not to rebook, we'll give you a full refund (including the Tenant Protection fee).

Last-minute cancellation by the landlord (within 30 days of move-in)

Suppose the landlord cancels your booking less than 30 days before your scheduled move-in date. If that happens, contact us for help.

If the landlord can't offer you another place, we'll help you quickly find a similar, comparably-priced place.

If we can't find you a similar place in time and you can't find one through any other means, we'll provide a hotel stay up to 14 nights. We'll continue to work with you to find you a new, better home you can move into.

If a similar place isn't available and you'd prefer not to rebook, we'll give you a full refund (including the Tenant protection fee).

Unable to move in because of the landlord

Suppose you can't get into your new home on your move-in date due to issues caused by the landlord. E.g., if the landlord is unreachable, the place is unavailable for move-in, etc. If that happens, contact us for help.

You'll get a temporary hotel stay (up to 14 nights) until the landlord is reached and confirms they can resolve the issue that delayed your move-in.

If the landlord can't resolve the issue, can't offer you another place, or doesn't respond at all, we'll help you find a suitable alternative.

If a similar place isn't available and you'd prefer not to rebook, we'll give you a full refund (including the Tenant protection fee).

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