Cancellation & refund policy

Guest cancellations

• Free cancellation — full refund of the concierge fee if you cancel 7–14 days or more before check-in.
• 50% refund — if you cancel 2–6 days before check-in.
• No refund — cancellations within 48 hours of check-in.

Host cancellations

If a host cancels for any reason, you'll receive a 100% refund of your concierge fee, or we'll source a replacement stay of equal or better standard at no extra cost — your choice.

Processing

• Refunds are processed within 5–10 business days to the original payment method.
• StayHere absorbs all payment processing fees on refunds — you receive the full eligible amount.
• Refunds cover the concierge fee only. Third-party stay costs are subject to the host's own policy, which your concierge will confirm before you commit.

How to request a cancellation

Reply to any email from your concierge, or visit Manage your booking with your reference number and email to submit a cancellation request. Our team confirms within one business day and issues any eligible refund immediately after.