Cancellation & Refund Policy

Each StayEasy listing has a cancellation policy set by the host. Review the policy on the listing page before you book. The applicable policy is shown at checkout and in your booking confirmation.

Flexible

Full refund if cancelled at least 1 day before check-in.

  • Full refund if cancelled 1 or more day before check-in.
  • No refund if cancelled fewer than 1 day before check-in.
  • Cleaning fee is always refunded if you haven't checked in.
  • Service fee is non-refundable.

Moderate

Full refund if cancelled at least 5 days before check-in.

  • Full refund if cancelled 5 or more days before check-in.
  • No refund if cancelled fewer than 5 days before check-in.
  • Cleaning fee is always refunded if you haven't checked in.
  • Service fee is non-refundable.

Strict

100% refund if cancelled at least 30 days before check-in.

  • 100% refund of the total booking amount if cancelled 30 or more days before check-in.
  • No refund if cancelled fewer than 30 days before check-in.
  • Cleaning fee is always refunded if you haven't checked in.
  • Service fee is non-refundable.

Host Cancellation Policy

Applies when a host cancels a confirmed booking, regardless of whether the property uses instant booking or manual approval.

  • The guest always receives a full refund regardless of the property cancellation policy.
  • The host is charged a 20% penalty of the booking total, deducted from their next payout.
  • Repeated host cancellations may affect the host's standing and listing visibility on the platform.
  • This policy applies to all confirmed bookings — both instant-book and manual-approval properties.

Important notes

  • Refunds are calculated based on the total booking amount excluding the service fee.
  • The cancellation policy that applies is the one in effect at the time of booking.
  • Refund processing time is 5–7 business days after cancellation, depending on your payment provider.
  • If a host cancels your confirmed booking, you will receive a full refund regardless of their property's policy.
  • Reserving with a token (part payment): the token is non-refundable, whatever the property's policy — it isn't returned if you cancel, or if the balance isn't paid by 11:59 PM the day before check-in. Token booking is only offered when check-in is at least 2 days away. A balance you've already paid is refunded per the cancellation policy above. If the host cancels, everything you paid is refunded.

Guest Refund Policy

In addition to the host's chosen cancellation policy, StayEasy provides a limited Guest Refund Policy to ensure fair treatment in cases where the stay does not meet reasonable standards.

A guest may be eligible for a full or partial refund if:

  • Access Issue: The guest is unable to check in due to host-related issues (e.g., inaccurate check-in details, host unavailability).
  • Material Inaccuracy: The listing is materially different from its description (e.g., incorrect location, missing key amenities promised in the listing).
  • Health & Safety Concern: The accommodation poses a genuine safety, health, or legal risk (e.g., hazardous conditions, unauthorized property).

Process:

  1. 1Guests must report the issue to StayEasy within 24 hours of check-in with supporting evidence (photos, written description, or other proof) via the Support section or email at support@thestayeasy.com.
  2. 2StayEasy will review the complaint and, if valid, mediate with the host.
  3. 3Refunds approved by StayEasy will reflect in the guest's original bank account within 7 to 10 working days.

StayEasy's decision in refund-related disputes shall be final and binding, and refunds may be adjusted or denied if sufficient proof is not provided, or if the issue falls outside the defined grounds.

Questions? Contact StayEasy support