Where to find and change your cancellation policy

Your cancellation policy lives in your listing settings, not in a separate menu. Log into your Airbnb account, go to Listings, select the listing you want to change, then click Pricing and availability in the left sidebar. Scroll down until you see Cancellation policy — that section shows your current policy and a button to change it.

When you click to change it, Airbnb shows you five standard options: Flexible, Moderate, Firm, Strict, and Super Strict. Each one determines how much of the guest's money they get back if they cancel, and how close to check-in they can cancel and still receive a refund. You pick one, confirm, and the change takes effect when ready for new bookings — it does not affect reservations already made under your old policy.

Key Takeaways

  • Your cancellation policy is in Listings > [Your listing] > Pricing and availability, not in account settings.
  • Changes explore only to new bookings from the moment you save them, never to reservations already confirmed.
  • Flexible lets guests cancel up to one day before check-in and get a full refund; Super Strict gives refunds only if they cancel more than 60 days ahead.
  • You can change your policy as often as you want, but Airbnb recommends waiting at least a few weeks between changes so guests can see a consistent policy.
  • If a guest books under your old policy and you change it the next day, their reservation keeps the old policy they booked under.

Understanding the five cancellation policies and what each one means

Flexible is the most guest-friendly option. Guests can cancel up to one day before check-in and receive a full refund of the nightly rate (Airbnb's service fees are not refunded). If they cancel less than one day before check-in, they lose the full amount. This policy tends to attract more bookings but gives you less certainty about occupancy.

Moderate is the middle ground. Guests get a full refund if they cancel at least five days before check-in. If they cancel between one and five days before, they lose 50 percent of the nightly rate. If they cancel less than one day before, they lose the full amount. Most hosts use this policy because it balances attracting guests with protecting your income.

Firm requires guests to cancel at least 30 days before check-in to get a full refund. If they cancel between 14 and 30 days before, they get 50 percent back. If they cancel less than 14 days before, they lose everything. This policy is useful if you have a property that books far in advance or if you want more certainty about your calendar.

Strict gives guests a full refund only if they cancel more than 60 days before check-in. Between 30 and 60 days, they get 50 percent back. Less than 30 days, they lose it all. This policy is common for properties in high-demand areas or for hosts who need strong income protection.

Super Strict is the harshest option. Guests get a full refund only if they cancel more than 60 days before check-in. Any cancellation within 60 days results in losing the full amount. Very few hosts use this because it discourages bookings, but some use it during peak season or for last-minute bookings.

When your policy change takes effect and what happens to existing bookings

The moment you save a new cancellation policy, it applies to all future bookings. Any guest who searches for your listing and books after that point will see and book under the new policy. However, guests who already have confirmed reservations keep the cancellation policy they booked under — changing your policy does not retroactively change the terms of their reservation.

This means if you had Moderate policy, a guest booked on January 10, and you switched to Strict on January 15, that guest's reservation still operates under Moderate rules. They can still cancel five days before check-in and get a full refund, even though new guests booking on January 16 would be under Strict rules. Airbnb keeps track of which policy each reservation was made under.

Reasons hosts change their cancellation policy and when to do it

Most hosts tighten their policy (move from Flexible to Moderate, or Moderate to Firm) when they want more income protection or when they notice too many last-minute cancellations. If you are losing money because guests cancel two days before arrival and you cannot rebook, a stricter policy discourages that behavior. Stricter policies also make sense during peak season when you know your listing will fill regardless.

Hosts loosen their policy (move from Strict to Moderate, or Moderate to Flexible) when bookings slow down or when they want to compete with similar listings in their area. A Flexible policy can attract guests who are hesitant to commit, especially for longer stays. Some hosts also loosen their policy during off-season to fill gaps in their calendar.

Airbnb suggests waiting at least a few weeks between policy changes so potential guests see a consistent policy. Changing your policy every few days can confuse the search algorithm and may signal to guests that your listing is unstable. If you are testing a new policy, give it at least 30 days of bookings before deciding whether to change again.

How stricter policies affect your booking rate and search visibility

Stricter cancellation policies do reduce the number of inquiries and bookings you receive. Guests filter by cancellation policy in the search results, and many will skip listings with Strict or Super Strict policies if they have any uncertainty about their travel plans. However, the guests who do book under a strict policy tend to be more committed and less likely to cancel, so your actual occupancy rate may not drop as much as your inquiry rate does.

Airbnb's search algorithm does not explicitly penalize strict policies, but it does factor in booking conversion rates. If your strict policy causes fewer guests to complete bookings, your listing may appear lower in search results over time. The trade-off is that you keep more money per booking because fewer guests cancel. Whether this is worth it depends on your local market — in high-demand areas, strict policies work fine; in competitive markets, Moderate or Flexible often performs better.

Common mistakes to avoid when changing your cancellation policy

The biggest mistake is changing your policy too frequently. Guests notice inconsistency, and it can make your listing look unreliable. If you change from Moderate to Strict one month and back to Moderate the next, potential guests may assume something is wrong. Pick a policy that matches your property and your risk tolerance, then stick with it for at least a season before reconsidering.

Another mistake is choosing a policy that is too strict for your market. If every other listing in your area is Moderate or Flexible, and you are Super Strict, you will get very few bookings even if your property is otherwise attractive. Check what similar listings in your neighborhood are using before you decide.

Some hosts also forget that their policy does not protect them from Airbnb's Host may provide, which covers certain types of damage. Your cancellation policy only controls refunds to guests — it does not change what Airbnb will or will not cover if a guest damages your property or violates house rules.

Frequently Asked Questions

Can I have different cancellation policies for different seasons?

No, Airbnb does not allow you to set different policies by date. You have one cancellation policy per listing at any given time. However, you can change your policy whenever you want, so some hosts switch to Strict during peak season and back to Moderate during off-season. Just remember that each change applies only to new bookings, not existing ones.

What happens if I change my policy and a guest books the same day?

The guest books under whichever policy was active at the moment they completed their reservation. If you changed your policy at 10 a.m. and a guest booked at 10:15 a.m., they are under the new policy. If they booked at 9:45 a.m., they are under the old one. Airbnb records the policy at the time of booking, not the time of payment.

Can I offer a custom cancellation policy instead of the five standard ones?

No, Airbnb only offers the five standard policies: Flexible, Moderate, Firm, Strict, and Super Strict. You cannot create a custom policy with your own refund percentages or timelines. You must choose one of the five options.

Do guests see my cancellation policy before they book?

Yes, your cancellation policy appears on your listing page and in the booking confirmation screen. Guests can also filter search results by cancellation policy, so they know what they are agreeing to before they pay. This is why changing your policy frequently can hurt bookings — guests see the policy as part of the listing details.

What if a guest asks me to make an exception to my cancellation policy?

You can offer a partial refund or exception through the Resolution Center if you choose to, but you are not required to. If a guest cancels under your Strict policy and loses their money, you can refund part of it if you want — Airbnb will not stop you. However, be consistent about exceptions, because guests talk and word spreads if you refund some cancellations but not others.