How Hostshare Handles Bookings Cancelled By a Host
At Hostshare, all bookings are instant book. This means that when a property is booked, the stay is immediately confirmed. Because of this, it is extremely important that every booking is honored. Currently, our booking success rate is about 88%, and while that’s strong for a peer-to-peer network, we’re working every day to improve it. Below is how we handle cancelled bookings (by the host) so everyone in the community knows what to expect.
When a Host Ducks the Share Pledge
The Hostshare Share Pledge requires that all instant bookings are honored. If a booking is declined or not honored without a valid extenuating circumstance, it is treated as a serious violation.
Our Process:
The booking is cancelled.
The guest’s cleaning fee is refunded and their travel nights are reinstated.
The host is immediately removed and permanently banned from ever rejoining Hostshare.
When a Maintenance Issue Arises
Sometimes, unexpected maintenance problems (such as plumbing failures, HVAC outages, or power issues) may prevent a property from being safe and ready for a stay.
Our Process:
The host must provide proof of the maintenance issue (e.g., photos, contractor confirmation).
We always try to work with the host to see if repairs can be arranged quickly so the guest may still stay.
If the booking must be cancelled:
The guest’s cleaning fee is refunded and their travel nights are reinstated.
The host is required to block their calendar for the dates that the booking would have occurred.
Repeat cancellations without proactive solutions may lead to account suspension or removal.
When a Cleaner is Unavailable
A reliable cleaning plan is vital to how Hostshare works. Guests expect clean, guest-ready properties, and it is the host’s responsibility to ensure that cleaning coverage is always available.
Our Process:
Hosts are required to maintain a backup cleaner at all times.
If the primary cleaner is unavailable, the backup cleaner must be used.
If no cleaner is provided and the booking must be cancelled:
The guest’s cleaning fee is refunded and their travel nights are reinstated.
The host is required to block their calendar for the dates that the booking would have occurred.
First occurrence: Formal warning.
Second occurrence: Permanent removal from the platform.
Extenuating Circumstances
True emergencies can occur that are outside of a host’s control (such as natural disasters, serious medical emergencies, or government restrictions). These are treated as extenuating circumstances.
Our Process:
Documentation or evidence must be provided.
If the booking must be cancelled:
The guest’s cleaning fee is refunded and their travel nights are reinstated.
The host is required to block their calendar for the dates that the booking would have occurred.
First occurrence: A warning is issued, but the account remains active.
Second occurrence: The account is placed under review to determine if the host should remain on the platform.
Abuse of this policy is treated as pledge ducking and results in permanent removal.
When a Double Booking Occurs
Occasionally, a double booking may happen when calendars are not synced correctly across platforms.
Our Process:
The host must provide proof of the conflicting booking (e.g., reservation confirmation from another platform).
Once verified, the guest’s cleaning fee is refunded and their travel nights are reinstated.
Hostshare works directly with the host to obtain the correct calendar files so that the issue does not happen again.
Repeated double booking issues may result in account review or suspension if calendar syncing is not properly maintained.
Why This Matters
Cancellations disrupt travel plans and weaken trust in the platform. That’s why Hostshare enforces clear, consistent processes to protect the community:
Guests never lose their travel nights or cleaning fees when a booking is cancelled.
Hosts are held accountable to provide reliable, guest-ready stays.
Hostshare also reserves the right to handle booking cancellations at its discretion and to remove users from the platform if they are repeat offenders or if their actions are not in line with Hostshare’s values. This ensures that our community remains trustworthy, reliable, and aligned with the host-first principles we were founded on. By upholding these standards, we ensure Hostshare remains a community where everyone can book and travel with confidence.
If a problem ever arises, notify Hostshare Support immediately. The earlier we know, the more solutions we can provide.