Cancelling a BnB booking

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%.

• How to cancel
• Refunds
• Cancellation policies
• Disputes and complaints

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How to cancel

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

• Go to your BnB.my account and click the Cancel booking button
• Both you and your host will be sent an automatic cancellation confirmation by email
• If you’re entitled to a refund (check your cancellation policy), we’ll credit the money back into your account

After arrival

• Email us or call us with your name, travel dates, place name, name of the host and your 8-digit booking number (which you’ll find in your confirmation email)
• Contact us as soon as possible, preferably no later than the day after arrival day (at which time your payment will have already been transferred your host)
• We’ll send both you and your host a cancellation confirmation by email
• If you’re entitled to a refund (check your cancellation policy), we’ll credit the money back into your account
• We’re happy to mediate if there’s a problem, and will help you find alternative accommodation

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.

• The only way of cancelling is to contact us by email or phone
• You must also contact your guest immediately, giving a reason for your cancellation
• You’ll be charged 15% cancellation fee of the total booking amount
• We’ll refund your guest the full booking amount
• We recommend that, if necessary, you help your guest find alternative accommodation

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Refunds

Guests

• If you cancel the booking, you’ll receive a partial refund in most cases, depending on the accommodation’s cancellation policy
• Should you have paid the booking with bitcoins then the amount of the refund is dependent on the exchange rate of the day of the booking (Bitcoins are converted into Euros on the day of the booking from which we calculate the refund. You assume responsibility for chances and risks related with the currency conversion.)
• If the host cancels the booking (this happens very rarely), you’ll receive a full refund

Hosts

• If you cancel the booking, your guest will receive a full refund, and you’ll be charged a 15% cancellation fee of the total booking amount
• If your guest cancels the booking, you’ll receive a partial payout according to the cancellation policy you’ve chosen

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Cancellation policies

Hosts can either create a custom cancellation policy, or choose from three standard BnB.my policies:

1. Flexible (recommended)
2. Semi-flexible
3. Strict

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.

1. Flexible cancellation policy (recommended)

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.

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

2. Semi-flexible cancellation policy

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.

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

3. Strict cancellation policy

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.

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

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Custom cancellation policy

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.

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Disputes and complaints

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.