Hosts' cancellation policy

Cancellation policy of a booking, for owners and providers

If the booking is canceled by the owner / provider, KooKooning fully reimburses the travelers.
As the owner / provider, you will not receive any payment for said booking.
There will be exceptions for the cases listed and described below:

"Special cases"

In the rare event of force majeure, you may need to cancel a previously confirmed reservation. In this case, the cancellation penalties stipulated in our terms and conditions will not apply, and your KooKooning account will not be impacted. Such cases are subject to appropriate documentation, and include among others:

  • A family death
  • A serious illness of the host or a family member
  • A natural disaster in the country
  • Political unrest in the country
  • A disaster in the accommodation
  • Maintenance issues that affect the ability to host travelers

You will have to explain the cancellation of your booking by sending us the necessary documents testifying your situation.

The behavior of a traveler before or at their arrival created suspicion causing you to cancel the reservation. In this case, you must clearly describe the situation in the text field available at the time of the cancellation (or contact us directly, stating the name of your accommodation and the affected booking).

"Standard cases"

  • No financial penalty.
  • The calendar will be blocked so you cannot accept any travelers between the dates of the cancelled booking.
  • Your listing's quality score will automatically be lowered (-1). Therefore, all your listings will appear on a lower rank in the search engine of KooKooning.
  • You may be contacted by KooKooning if your cancellation's justification is not clear.
  • The calendar will be blocked so you cannot accept any travelers between the dates of the cancelled booking.
  • Your listing's quality score will automatically be lowered (-2).
  • You may be contacted by KooKooning if your cancellation's justification is not clear.
  • You will have a financial penalty. KooKooning will retain a cancellation fee:
    • of 50€ (or the equivalent in your local currency) if the cancellation happened within 15 days prior to arrival.
    • of 100€ (or the equivalent in your local currency) if the cancellation happened within 7 days prior to arrival.

These cancellation fees will be deducted by KooKooning off your next booking payment.

  • The calendar will be blocked so you cannot accept any travelers between the dates of the cancelled booking.
  • Your listing's quality score will automatically be lowered (-2).
  • You may be contacted by KooKooning if your cancellation's justification is not clear.
  • You will have a financial penalty. KooKooning will retain a cancellation fee:
    • of 50€ (or the equivalent in your local currency) if the cancellation happened within 15 days prior to arrival.
    • of 100€ (or the equivalent in your local currency) if the cancellation happened within 7 days prior to arrival.

These cancellation fees will be deducted by KooKooning off your next booking payment. All your listings will be removed from our search engine for 6 months, and KooKooning reserves the right to cancel one or all of your future bookings (you will not receive any payment for these cancellations). If you are a Premium or a Pro member, there will be no pro-rated reimbursement regarding your subscription.

"Non-conforming cases"

  • You have not accepted (or declined) a reservation within the time limit.
  • You have not contacted KooKooning first in order to cancel your reservation.
  • You have not responded to information requests from a traveler or KooKooning's support team (see below: "No contact").
  • You were not present at the arrival of the travelers who booked your accommodation (see below: "No presence").
  • No financial penalty.
  • The calendar will be blocked so you cannot accept any travelers between the dates of the cancelled booking.
  • Your listing's quality score will automatically be lowered (-2).
  • All your listings will appear on a lower rank in the search engine of KooKooning.
  • Your listing will be deactivated for 3 months.
  • You will be contacted by KooKooning, and your account may be disabled in case of non-response.
  • The calendar will be blocked so you cannot accept any travelers between the dates of the cancelled booking.
  • Your listing's quality score will automatically be lowered (-2).
  • You may be contacted by KooKooning if your cancellation's justification is not clear.
  • You will have a financial penalty. KooKooning will retain a cancellation fee:
    • of 50€ (or the equivalent in your local currency) if the cancellation happened within 15 days prior to arrival.
    • of 100€ (or the equivalent in your local currency) if the cancellation happened within 7 days prior to arrival.

These cancellation fees will be deducted by KooKooning off your next booking payment. All your listings will be removed from our search engine for 6 months, and KooKooning reserves the right to cancel one or all of your future bookings (you will not receive any payment for these cancellations). If you are a Premium or a Pro member, there will be no pro-rated reimbursement regarding your subscription.

  • All your listings will be removed from our search engine for 6 months minimum.
  • KooKooning reserves the right to cancel one or all of your future bookings (you will not receive any payment for these cancellations).
  • If KooKooning can not contact you, all your listings will be deleted and legal proceedings may be initiated.
  • The property will be removed from our search engine for 1 month. During this period, you will be contacted by the KooKooning team to determine the status of your listing.