We hope you don’t need to, but after a booking request has been accepted, you can still cancel a BnB.my booking. All cancellations (whether by a host or a guest) are subject to a cancellation fee of 15%.
Cancellations are disappointing for guests and hosts alike, so if you can avoid doing so, please do. However, if it’s absolutely necessary, here’s how to cancel a booking. Please note: the booking is only officially cancelled when both the guest and host have received a cancellation confirmation from us.
Guests
Before arrival
After arrival
Hosts
Please don’t cancel bookings if you can avoid it. Not only will it cost you money, but it’s disrupting for guests’ travel plans.
Guests
Hosts
Hosts can either create a custom cancellation policy, or choose from three standard BnB.my policies:
You’ll be shown the policy for your booking throughout the booking process as well as in your BnB.my account, and it will apply as soon as your booking is accepted.
This is our most relaxed policy, in which the host offers the guest a full refund (less cancellation fee) up to one day before the guest is due to arrive. To maintain a friendly, open platform, we recommend this policy for all hosts.
Cancel..
And get a refund of...
For example... A RM 100 booking (RM 25 a night for four nights). Arrival day Saturday 10 May.
Date of cancellation | Costs | Refund | |
---|---|---|---|
Thu 8 May and before | 15% | RM 15 | RM 85 |
Fri 9 May | 1 night 15% of remainder |
RM 25 RM 11.25 = RM 36.25 |
RM 63.75 |
Sat 10 May | 2 nights 15% of remainder |
RM 50 RM 7.50 = RM 57.50 |
RM 42.50 |
Sun 11 May and after | Host decides |
This is slightly more strict than our flexible policy. The host offers a full refund (less cancellation fee) up to five days before the guest is due to arrive.
Cancel..
And get a refund of...
For example... A RM 100 booking (RM 25 a night for four nights). Arrival day Saturday 10 May.
Date of cancellation | Costs | Refund | |
---|---|---|---|
Thu 8 May and before | 15% | RM 15 | RM 85 |
Fri 9 May | 1 night 50% of remainder 15% of remainder |
RM 25 RM 37.50 RM 5.63 = RM 68.13 |
RM 31.87 |
Sat 10 May | 2 nights 50% of remainder 15% of remainder |
RM 50 RM 25 RM 3.75 = RM 78.75 |
RM 21.25 |
Sun 11 May and after | Host decides |
This is our strictest policy, in which the host offers a 50% refund (less cancellation fee) up to seven days before the guest is due to arrive.
Cancel..
And get a refund of...
For example... A RM 100 booking (RM 25 a night for four nights). Arrival day Saturday 10 May.
Date of cancellation | Costs | Refund | |
---|---|---|---|
Fri 2 May and before | 50% of all nights 15% of remainder |
RM 50 RM 7.50 RM 57.50 |
RM 42.50 |
Sat 10 May | RM 0 | ||
Sun 11 May and after | Host decides |
Your host can choose the percentage refund, based on the length of time between your cancellation and the arrival day. The details of each custom cancellation policy can be found on the accommodation page.
If you feel you’ve been dealt with unfairly, please let us know as soon as possible, and no later than the day after the original arrival day (when money will already have been transferred to the host). We can mediate if there are any problems, and will make a final decision based on your individual circumstances. A quick call to customer services will help us assist you and explain the next steps. However, for us to be able to resolve the situation, you need to send your complaint in writing to support@bnb.my, with photos if necessary.