Cancellations: who can cancel and the impact on you

Cancellations follow rules. Here's the shape of each path and what each costs you.

Who can cancel

The resident — through their account, at any time.
You (the host) — through support; not a self-service action on confirmed bookings.
Coliving — rare, for policy or safety reasons.

The five cancellation policies

You pick one per listing in the Bookings section of the listing builder:

Policy Resident gets a full refund if they cancel. Other terms: Flexible. Up to 7 days before move-in. Most generous to the residentModerateUp to 14 days before move-in—Standard (default)Up to 30 days before move-in—Firm50% refund if cancelled 14 days before move-inA down payment is required when booking 21+ days outStrict50% refund if cancelled 30 days before move-inA down payment is required when booking 37+ days out

For cancellations inside the refund window, the resident gets back the amount the policy specifies. For cancellations outside that window, you keep more of the booking value.

You can change your listing's policy any time. Existing bookings keep the policy in force when they were made.

Resident cancellation before move-in

The resident cancels from their booking page. The refund follows the policy.

Resident cancellation during the stay

The resident pays for the period they actually stayed, plus the notice period the policy enforces.

Host cancellation

Confirmed bookings can only be cancelled by Coliving support. To request a cancellation, contact support via the help centre with the booking and reason.

Consequences

The resident gets a full refund, regardless of the policy.
The cancellation is logged on your account.
Search ranking can drop for a period.
Repeated host cancellations can lead to listing suspension.

Only request a cancellation when you genuinely can't host (property damage, illness, double-booking).

What's NOT a cancellation

Declining a request before accepting — that's just a decline.
A request expiring — counts against you separately as a missed response.
Modifying booking dates with both parties' agreement — that's an extension or shortening.

When the resident asks you to cancel for them

Don't. Resident-initiated cancellations follow the policy and protect you; host-initiated cancellations penalise you. Point them at their own booking page → cancel.

Frequently asked questions

Q: Can I waive a cancellation fee for a resident in a difficult situation?

A: As a host, you have the option to waive cancellation fees on a case-by-case basis. If you choose to waive the fee, please contact Coliving.com support so we can update the booking accordingly. Note that waiving fees is at your discretion and is not required by the platform.

Q: A resident didn't show up. What now?

A: Wait 24 hours past check-in, then contact support to mark it as a no-show.

Q: Can Coliving cancel after move-in for safety reasons?

A: Yes, in serious safety situations. Refunds are calculated case-by-case.

Q: Cancellation dispute checklist for hosts.

A: If a guest disputes a cancellation, make sure you have the following ready:

Booking confirmation and original agreement
Any communication with the guest regarding the cancellation
Evidence of the cancellation policy agreed upon at booking
Photos or documentation if the cancellation was due to property conditions
Timeline of events leading to the cancellation

Q: How cancellation outcomes affect payout timing?

A: Cancellation outcomes directly impact when you receive your payout:

If a booking is cancelled before move-in, the payout will be processed based on your cancellation policy
If cancelled after move-in, payouts are calculated based on the nights stayed
Refunds issued to guests may be deducted from your Wallet balance
Final payout timing depends on the resolution of any associated disputes

Q: How host cancellation policies work onColiving.com?

A: Coliving.com applies a standard cancellation policy to all bookings. As a host, you are expected to honor confirmed bookings. If a cancellation is initiated on your end, the guest will be entitled to a full refund and the service and transaction fees will be charged to you. Repeated host-initiated cancellations may affect your listing visibility and host standing on the platform.

Q: How to document cancellation cases for support review?

A: When submitting a cancellation case to support, provide:

The booking ID and guest details
A clear written summary of what happened
Screenshots of relevant conversations
Any photos or evidence related to the cancellation reason
The timeline from booking confirmation to cancellation request

The more documentation you provide, the faster our team can review and resolve the case.

Q: How to handle resident cancellation requests after approval?

A: If a resident requests to cancel after the booking has been approved:

Do not cancel the booking yourself — direct the guest to submit a cancellation request through their account
Review the cancellation reason and check if it falls under an acceptable ground for a fee waiver
Contact Coliving.com support if you need guidance on next steps
Any applicable fees will be applied based on the cancellation policy in effect at the time of booking

Q: Refund timeline explained for hosts.

A: Refunds are processed as follows:

Guest refunds are typically initiated within 3–5 business days of a cancellation being confirmed
The refunded amount may be deducted from your Wallet balance depending on the cancellation circumstances
If a dispute is involved, the refund will be held until a resolution is reached
You will be notified once any deductions from your Wallet have been processed

Q: What happens if a booking is cancelled or refunded?

A: If a booking is cancelled:

The guest receives a refund based on the applicable cancellation policy
Your Wallet will reflect any adjustments related to the cancellation
The booking will be marked as cancelled in your dashboard
If the cancellation was guest-initiated and outside the free cancellation window, a cancellation fee may apply and be retained in your Wallet

Q: What happens if check-in issues trigger a cancellation request?

A: If a guest reports a check-in issue (such as the room not matching the listing or access problems) and requests a cancellation:

Coliving.com support will reach out to both parties
You will be given the opportunity to resolve the issue within a reasonable timeframe
If the issue cannot be resolved, the booking may be cancelled and a refund issued to the guest
To protect yourself, always ensure your listing is accurate and that check-in instructions are clear and up to date

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