Where to find and change your cancellation policy

You change your cancellation policy in the Settings section of your Airbnb listing. Log in to your account, go to your listing, select Settings, then find the Cancellation Policy tab. The policy you choose applies to all new bookings from that point forward — it does not change reservations already made under an older policy.

Airbnb offers six preset cancellation policies, ranging from Flexible (guests can cancel up to one day before check-in and get a full refund) to Strict (guests forfeit 50 percent of the nightly rate if they cancel more than 14 days before arrival, and lose everything if they cancel within 14 days). You cannot write your own policy — you must pick one of the six Airbnb provides.

Key Takeaways

  • Your cancellation policy lives in the Settings tab of your listing and applies only to bookings made after you change it.
  • Airbnb offers six fixed policies: Flexible, Moderate, Firm, Strict, Super Strict, and Non-Refundable, each with different refund windows and amounts.
  • Changing to a stricter policy may reduce the number of bookings you receive, because guests see the policy before they book.
  • Your policy does not override Airbnb's Host Protection Insurance or your own house rules, and guests can still cancel for safety or discrimination reasons.
  • The policy you set today affects only new reservations, not bookings already confirmed under your previous policy.

The six cancellation policies and what each one means

Flexible lets guests cancel up to one day before check-in and receive a full refund. If they cancel within one day of arrival, they lose the entire booking amount. This policy attracts the most bookings but gives you the least protection if someone cancels last-minute.

Moderate refunds the full amount if a guest cancels more than seven days before check-in. Between three and seven days out, they get 50 percent back. Within three days, they lose everything. This is the middle ground most hosts choose.

Firm refunds the full amount only if the guest cancels more than 30 days before arrival. Between 14 and 30 days out, they get 50 percent. Within 14 days, they forfeit the entire booking. This policy protects you from last-minute cancellations but may deter some bookings.

Strict gives a full refund only if cancelled more than 60 days before check-in. Between 30 and 60 days out, the guest gets 50 percent back. Within 30 days, they lose everything. Super Strict is the same but with a 14-day refund window instead of 60 days. Non-Refundable means guests get nothing back no matter when they cancel, though Airbnb still refunds them if they cancel within three days of booking for any reason.

When a stricter policy might hurt your booking rate

Guests see your cancellation policy before they complete a booking. A stricter policy may reduce the number of reservations you receive, especially for longer stays or during off-peak seasons when guests have more options. Hosts in competitive markets often use Flexible or Moderate to stand out.

If you switch to Strict or Super Strict, monitor your booking rate for two to four weeks. If reservations drop significantly and you have few cancellations, the trade-off may not be worth it. You can always change back to a more lenient policy if bookings slow down.

What your cancellation policy does not cover

Your policy does not override Airbnb's Host Protection Insurance, which covers certain types of damage to your property. It also does not let you enforce cancellations for safety violations, discrimination, or breach of house rules — guests can cancel for those reasons and receive a full refund regardless of your policy.

If a guest cancels because they believe you or your listing violates Airbnb's community standards, they will receive a refund even if your policy is Non-Refundable. Airbnb makes this information, not you.

How to handle a cancellation under your policy

When a guest cancels, Airbnb automatically processes the refund according to your stated policy. You do not have to approve or deny the cancellation — it happens on its own. The guest receives their refund to their original payment method within five to ten business days.

If a guest cancels and you believe the cancellation violates Airbnb's terms (for example, they are trying to avoid a fee by cancelling and rebooking), you can contact Airbnb support with documentation. Airbnb will review the case, but the outcome depends on their investigation, not your policy.

Seasonal or event-based policy changes

Some hosts change their cancellation policy for peak seasons, holidays, or local events when demand is high and cancellations are more costly. You can switch to a stricter policy weeks or months in advance, and it will explore only to new bookings made after the change takes effect.

If you plan to change your policy back after an event, set a reminder to do so. Guests booking after the event may see the stricter policy and choose a different listing. Many hosts use Moderate year-round and switch to Firm only during their busiest weeks.

Frequently Asked Questions

Does changing my cancellation policy affect bookings I already have?

No. Your new policy applies only to reservations made after you change it. Guests who booked under your old policy will be refunded according to the policy that was in place when they booked, not your new one.

Can I set different cancellation policies for different seasons?

You can change your policy as often as you want, but you can only have one active policy at a time. To use a stricter policy during peak season, change it before bookings for that period open, then change it back afterward.

What happens if a guest cancels within the refund window but claims they have an emergency?

Airbnb processes refunds based on your stated policy, not on the guest's reason for cancelling. If a guest claims an emergency, they can contact Airbnb support to request a refund exception, but Airbnb makes that decision independently of your policy.

If I choose Non-Refundable, do guests really get nothing back?

Guests get nothing back if they cancel after three days of booking. However, Airbnb refunds them in full if they cancel within three days of making the reservation, regardless of policy. This is Airbnb's standard three-day grace period and applies to all policies.

Can I charge a cancellation fee on top of my Airbnb cancellation policy?

No. Your cancellation policy is the only mechanism for handling refunds. You cannot add additional fees or penalties outside of what Airbnb's six policies allow. Doing so violates Airbnb's terms and can result in account suspension.