Pay Per Booking

You can add custom cancellation policies to each of your listings from your account. This determines what refunds apply when a renter cancels their booking in a specified timeframe. 

To manage your listing’s cancellation policies: Go to your ‘My Account’ page, then under the listing you wish to update, click ‘Manage online bookings’ and on the following page, go to ‘Cancellation policy’ - From this page you will be able to edit an existing policy, or add a new policy.

You are able to have multiple policies in place, for example:

If a cancellation is made within 10 days of check-in, you'll lose 50% of the total booking price.

If a cancellation is made within 72 hours of check-in, you'll lose 100% of the total booking price.

Cancellation policies can be waived at your discretion if you do not wish for the renter to be charged for their cancellation. 

If you do not add your own cancellation policy, your listing will use our default cancellation policy: If a cancellation is made within 7 days of check-in, you'll lose 100% of the total booking price.

We also have a cancellation policy in place if the owner cancels a booking. "If an owner cancels a confirmed booking, Holiday Houses may impose a cancellation fee of $75 (NZD). Holiday Houses may waive the cancellation fee at its sole discretion if it considers the cancellation has been made under exceptional circumstances."

Pay Per House

If you are listing on our Pay Per House model, you will be arranging your bookings directly with renters - For this reason, there is not a facility to set up a cancellation policy for your online listing, instead, this is something you will discuss with the renter when you are arranging a booking with them.

The best thing to do is to make sure you have your cancellation policy clearly stated in your rental agreement, so you have this to refer if a renter cancels their booking.