Guest Cancellation Policy

If you (Guest) cancel a reservation, your refund amount is determined by your host’s cancellation policy and how close to your trip you are at the time of your cancellation. If you’d like to request a bigger refund from your host you can send a request through our Resolution Center. Any additional refund will be only at your host's discretion. In rare cases, you may be eligible for a full refund if you had to cancel because of an extenuating circumstance.

Mates bnb allows host to choose among three standardized cancellation policies (Flexible, Moderate and Strict) that will enforce to protect both guest and host alike. Each listing and reservation on our site will clearly state the cancellation policy. Guest may cancel and review any penalties by viewing their travel plans and then clicking 'Cancel' on the appropriate reservation. 

Mates bnb will mediate at his own discretion when necessary, and has the final say in all disputes however your refund amount is determined by your host’s cancellation policy and how close to your trip you are at the time of your cancellation. 

Flexible: Full refund 1 day prior to arrival
 
  • The Mates bnb service fee is non-refundable. 
  • If there is a complaint from either party, notice must be given to Mates bnb within 24 hours after check out. Once payment is released to the host, will be up to the host to refund in part or in full.
  • A reservation is officially cancelled when the guest clicks the cancellation button on the cancellation confirmation page, which they can find in Dashboard > Your Trips > Change or Cancel​. 
  • Cancellation policies may be superseded by the Guest Refund Policy, safety cancellations, or extenuating circumstances.  
  • Please review these exceptions. 
  • Cleaning fees are always refunded if the guest did not check in. 
  • Applicable taxes will be retained and remitted.       


Moderate: Full refund 5 days prior to arrival

  • The mates bnb service fee is non-refundable. 
  • If there is a complaint from either party, notice must be given to Mates bnb within 24 hours after check out. Once payment is released to the host, will be up to the host to refund in part or in full.
  • A reservation is officially cancelled when the guest clicks the cancellation button on the cancellation confirmation page, which they can find in Dashboard > Your Trips > Change or Cancel. 
  • Cancellation policies may be superseded by the Guest Refund Policy, safety cancellations, or extenuating circumstances.
  • Cleaning fees are always refunded if the guest did not check in. 
  • Applicable taxes will be retained and remitted.      


Strict: 50% refund up until 1 week prior to arrival

  • The Mates bnb service fee is non-refundable. 
  • If there is a complaint from either party, notice must be given to Mates bnb within 24 hours after check out. Once payment is released to the host, will be up to the host to refund in part or in full. 
  • A reservation is officially cancelled when the guest clicks the cancellation button on the cancellation confirmation page, which they can find in Dashboard > Your Trips > Change or Cancel. 
  • Cancellation policies may be superseded by the Guest Refund Policy, safety cancellations, or extenuating circumstances. 
  • Cleaning fees are always refunded if the guest did not check in. 
  • Applicable taxes will be retained and remitted.