Centro de ayuda

Why was my booking canceled?

On rare occasions we may not be able to move forward with a stay if a guest does not pass our verification checks, or we have reason to believe that our House Rules may be broken. The safety and security of our guests, employees, neighbors, and partners is our top priority, so we take a cautious and secure approach to the bookings we accept. We apologize for any inconvenience this causes.

 

We are constantly working to optimize our safety and security processes. To protect the integrity of these processes, we’re unable to share the details of our risk evaluation policy, which may result in a particular booking being canceled. Please be assured that these decisions are made using information provided during the booking process, in line with all relevant local regulatory requirements, and they are not made based on protected characteristics such as gender, race, or religion. Many booking behaviors are analyzed including length of stay and whether the guest is booking locally, among other factors, to make decisions around possible risks associated with a given stay. 


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