When submitting a host cancellation request, providing the right proof helps us review your case fairly and quickly. Below is a guide to the documentation typically required based on your situation.

Types of Proof Required

Personal Emergency or Health Issue

For cancellations due to personal emergencies or health concerns, submit one or more of the following:

• Medical certificate
• Doctor's note
• Hospital discharge papers
• Official documentation confirming the illness or emergency

Property Affected by Natural Disaster or Severe Weather

If your property has been damaged or is affected by weather events, provide:

• Photos of the property damage
• News reports, official weather alerts, or civil authority statements (such as evacuation orders)
• Insurance claim or service provider reports (optional but recommended)

Guest Behavior or Safety Concerns

When cancelling due to guest-related issues, include:

• Screenshots of guest messages or behavior raising valid concerns
• Documentation of house rules violations, where applicable

Technical or Configuration Issues

For system-related problems, submit:

• Screenshots of technical errors (for example, calendar sync issues or double bookings)
• Confirmation from your Account Manager (if applicable)
• Documentation of account transitions if relevant, such as emails about merges or transfers

What Makes a Strong Submission

To ensure your cancellation request is processed quickly, follow these guidelines:

• Ensure all documentation is clear, complete, and dated
• Verify that your proof directly relates to the affected booking or property
• Submit official documentation rather than personal statements alone
• Back concerns with verifiable communication or evidence, not assumptions
• For technical issues, clearly distinguish between system errors and manual setup mistakes

Important Reminders

We are committed to reviewing your cancellation request as fairly and promptly as possible. Submitting complete information upfront helps us avoid unnecessary delays.

Keep in mind that even if a cancellation fee is waived, other consequences under our cancellation policy still apply. These may include reduced visibility and ranking, loss of status badges, and weaker performance on booking channels.

For strategies on minimizing cancellations and maintaining excellent guest experiences, see how to avoid host cancellations.