What happens if the guest cancels?
If a guest doesn't respond to the approved booking and no (down)payment is made either, please let us know as soon as possible. We can then follow up with the guest personally to still convert the reservation into a booking. If the guest cancels after the booking has been approved, a down payment has been made, and the first 24 hours/7 days* have passed, the down payment will not be refunded. We then keep the commission to cover the costs we've incurred. As the host, you'll receive the remaining amount within a few business days, according to the cancellation policy below.
If you list your naturehouse through us, you're automatically enrolled in the Online Payment Platform. This means Naturehouse's cancellation policy applies:
As a host, you can indicate in your listing which cancellation policy you use, after which the standard cancellation terms apply
Free cancellation within 24 hours: You can cancel your booking free of charge within 24 hours after the booking is approved. You're then entitled to a full refund of the rental amount and the deposit (if applicable).*
Free cancellation within 7 days: You can cancel your booking free of charge within 7 days after the booking is approved. You're then entitled to a full refund of the rental amount and the deposit (if applicable). This 7-day period only applies when the arrival date, at the time of booking, is more than 28 days in the future. If the arrival date is within 28 days at the time of booking, you can cancel free of charge within 24 hours after approval.*
Cancellation up to the 42nd day before the start of the stay: You'll get 70% of the rental amount refunded and 100% of the deposit (if applicable).
Cancellation from the 42nd day to the 28th day before the start of the stay: You'll get 40% of the rental amount refunded and 100% of the deposit (if applicable).
Cancellation from the 28th day to the first day before the start of the stay: You'll get 10% of the rental amount refunded and 100% of the deposit (if applicable).
In case of cancellation on the first day of the stay or later: You won't get any of the rental amount refunded, but you will get 100% of the deposit (if applicable).
Once guests submit a cancellation request, the applicable costs are determined based on the cancellation policy. This is intended as a middle ground that accommodates both guests and hosts. Guests often appreciate paying an amount upfront (down payment), as it gives a sense of security.
If the guest confirms the cancellation and it becomes final, the booked period is automatically released again.