We understand that cancellations are sometimes unavoidable. However, cancelling a confirmed booking can significantly affect a tenant's plans. For this reason, cancellations caused by providers may result in penalties.
What are my responsibilities as a landlord, and what happens if I need to cancel a booking?
As a landlord, you are responsible for carefully reviewing your prospective tenant's application and requesting any documents you need before confirming the booking.
Before the tenant makes a payment, you should clearly communicate all booking conditions, including any additional requirements or arrangements. This helps ensure the tenant fully understands the terms of the rental and reduces the risk of misunderstandings or cancellation requests later on.
What if I can't honour a confirmed booking?
If you are unable to provide the accommodation after a booking has been confirmed, you are responsible for cancelling the booking on HousingAnywhere.
To do this, submit the official Cancel Rental form in your conversation with the tenant on the platform as soon as possible, but no later than the 48-hour move-in window. Prompt communication gives your tenant the best chance to adjust their plans and find alternative accommodation.
Why is it important to avoid cancellations?
A cancellation can have a significant impact on your tenant. They may need to:
Find a new place to live, often at short notice.
Wait for their refund, which can take up to 10 business days to be credited to their account.
For tenants relocating abroad, a last-minute cancellation can be particularly stressful and disruptive. We would like to avoid this unpleasant situation at any cost.
Standard and Critical Cancellation Windows for Landlords
In addition to our Strict and Flexible Cancellation Policies, we have a more time-based structured framework to help reduce avoidable last-minute cancellations and improve overall booking reliability for both tenants and landlords, called Standard and Critical Cancellation Windows.
Listings with the Strict Cancellation Policy
Timeline | Tenant-caused cancellations | Landlord-caused cancellations |
Within 24h of booking | Tenant receives the first month's rent refund, while the landlord will be offered €25 on their next booking or a payment to their bank account. Tenant Protection Fee remains non-refundable. | Tenant receives a full refund (Tenant Protection Fee and first month's rent), while landlord pays the full commission amount. |
24h after booking until 15 days before move-in (Standard Window) | Tenant receives no refund, while landlord receives the first month's rent minus commission, and a free next booking. | Tenant receives a full refund (Tenant Protection Fee and first month's rent), while landlord pays the full commission amount. |
14 days before move-in until 48h after move-in (Critical Window) | Tenant receives no refund, while landlord receives first month's rent minus commission, and a free next booking. | Tenant receives a full refund (Tenant Protection Fee and first month's rent), while landlord pays the full commission amount plus a critical cancellation fee, in the amount of 250 euros. |
Listings with the Flexible Cancellation Policy
Timeline | Tenant-caused cancellations | Landlord-caused cancellations |
Within 24h of booking | Tenant receives the first month's rent refund, while landlord receives no payout. Tenant Protection Fee remains non-refundable. | Tenant receives a full refund (Tenant Protection Fee and first month's rent), while landlord pays the full commission amount. |
24h after booking until 31 days before move-in (Standard Window) | Tenant receives the first month's rent refund, while the landlord receives no payout. Tenant Protection Fee remains non-refundable. | Tenant receives a full refund (Tenant Protection Fee and first month's rent), while landlord pays the full commission amount. |
30 days before move-in until 15 days before move-in (Standard Window) | Tenant receives 50% of the first month's rent as a refund, while the landlord receives 50% of the first month's rent minus commission. Tenant Protection Fee remains non-refundable. | Tenant receives a full refund (Tenant Protection Fee and first month's rent), while landlord pays the full commission amount. |
14 days before move-in until 48h after move-in (Critical Window) | Tenant receives no refund, while landlord receives the first month's rent minus commission, and a free next booking. | Tenant receives a full refund (Tenant Protection Fee and first month's rent), while landlord pays the full commission amount plus a critical cancellation fee, in the amount of 250 euros. |
When penalties don't apply
Cancellation penalties don't apply if the cancellation is based on a valid reason under our Terms and Conditions.
Examples include, but are not limited to:
Unlawful occupation of the property where eviction cannot be completed within five (5) business days.
A Tenant’s clear intention to violate the rules specified in the listing.
Submission of forged or fraudulent documents by the Tenant (such as identification or proof of income)
Force majeure events, including but not limited to government-declared epidemics or public health emergencies, travel restrictions, armed conflicts, or natural disasters.
Each case is reviewed individually before a decision is made.
How to request a cancellation
Log in to your HousingAnywhere account.
Go to Messages in your inbox.
Open the conversation with your tenant.
Click the Cancel Rental option.
Complete the cancellation request form. Remember to provide the explanation and relevant evidence. The maximum file size for each upload is 7 MB.
Submit the cancellation.
What happens next?
If you're cancelling before the move-in date: Your request will be processed automatically by our system with a full refund to the tenant as the outcome.
If you are cancelling within the 48-hour move-in window: Your request will be reviewed by our Cancellation Team. You will receive a separate email within 2 - 5 business days with an update on your case, including your payout eligibility and any next steps.
Please monitor your email inbox, including your spam/junk folder, so you don't miss any important updates from our team.
View our terms and conditions
Go to Article 15 of our Terms and Conditions for all information about cancellations.