Hello everyone,
Thanks for your comments here. A few of you mentioned about worries over a possible rise in cancellations and so I just wanted to share with you that we have put in place two guardrails to help prevent unnecessary cancellations:
- We’ve limited guests to a maximum of 3 fully refundable cancellations per year.
- If a guests has overlapping bookings, even if only partially overlapping, service fees from those bookings are not refundable.
Also, I think it is important to provide a little more background to this and so to add, we've heard that guests are hesitant to book in the first place because of the penalties they face if their plans change. As a result though, these changes make guests feel more comfortable in making a booking and during our pilot of these changes, we did see that guests were more likely to book with hosts who choose a Flexible or Moderate policy.
I hope you find this information helpful.
Thanks,
Lizzie
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