Key facts
- A couple booked two apartments in Hawaii through Booking.com in July 2024.
- The couple canceled their reservation shortly after booking.
- The couple is seeking a refund of $13,000.
- Vacation rental cancellation policies vary by platform and host.
- Platforms like Airbnb and Vrbo act as intermediaries with dispute-resolution tools.
- Recent changes in 2025-2026 have affected Airbnb's cancellation policies, including a mandatory 24-hour grace period for stays under 28 nights.
A couple who booked two apartments in Hawaii through Booking.com in July 2024 is facing difficulties in obtaining a refund of $13,000 after canceling their reservation shortly after booking. The process for obtaining refunds for vacation rentals is often more complicated than for hotels, as policies are set by individual hosts and vary significantly across platforms.
Platforms like Airbnb and Vrbo act as intermediaries and often provide dispute-resolution tools. However, the specific terms of cancellation and refund depend on the host's chosen policy (e.g., flexible, moderate, firm) and the platform's intervention in cases of extraordinary circumstances. If a guest cancels, the refund is typically dictated by the host's stated policy unless the platform intervenes.
Recent changes in vacation rental policies, particularly affecting Airbnb, have been implemented in late 2025 and early 2026. These include the retirement of Airbnb's 'Strict' cancellation policy for new listings, with new defaults to a 'Firm' policy that offers guests more refund potential. Additionally, all Airbnb bookings for stays under 28 nights now include a mandatory 24-hour free cancellation window if the reservation was confirmed at least 7 days before check-in. For cancellations made between 7 and 30 days before check-in under the 'Firm' policy, guests now receive at least 50% back.