Roomet · Official policy

Cancellation policy

Two-sided protection — guests are protected from unreliable hosts, hosts are protected from last-minute no-shows. All policies are applied automatically by the platform.

Season:
≥ 10 days
100% refund
9–5 days
50% refund
< 5 days
0% refund
No show
0% refund
Notice before check-in Guest refund Host receives Status
10 days or more 100% refund 0% Full protection
9 to 5 days 50% refund 50% Partial loss
Less than 5 days 0% refund 100% Full loss
No show 0% refund 100% Full loss
Guest cancellation — key numbers
10 days
safe cancellation window (high season)
5 days
safe cancellation window (low/mid season)
0%
refund on no-show, any season
Season:
Notice before check-in Guest refund Compensation to guest Host penalty
10 days or more 100% 0–10% Leve
9 to 5 days 100% 10–20% Media
Less than 5 days 100% 20–40% Alta
Less than 48h 100% 30–50% Muy alta
Penalty meter — high season
≥ 10 days
Leve (0–10%)
9–5 days
Media (10–20%)
< 5 days
Alta (20–40%)
< 48h
Muy alta (30–50%)
Host cancellation — key principle
100%
guest always refunded in full
+50%
max compensation (high season, <48h)
Block
repeat cancellations = account review
Payment held in escrow
All payments are retained by Roomet until 24 hours after confirmed check-in. The host does not receive funds until the guest has arrived. This protects both sides.
Force majeure — full refund, no penalty
Documented force majeure (natural disaster, government travel ban, serious illness with medical certificate) entitles the guest to a 100% refund with no host penalty. Proof required within 48h.
Compensation as platform credit
Host cancellation compensations may be issued as Roomet platform credit, redeemable on a future booking. Cash compensation requires manual review and approval.
Repeat cancellations — ranking impact
Any host with 2+ cancellations within 6 months receives a ranking penalty on the platform. A third cancellation triggers an account review and potential suspension.
Cancellation in writing — required
All cancellations must be submitted through the platform chat or via email to the Roomet team. Verbal or WhatsApp-only cancellations are not valid for policy purposes.
€
Deposit returned separately
The security deposit (1 month, registered with INCASOL) is returned within 14 days of check-out, subject to property inspection. Deposit refund is independent of cancellation policy.
The core principle behind this policy
Escrow
money held until check-in +24h
Asymmetric
hosts penalised more — they are the professional side
In writing
all cancellations through platform only
Roomet · Policy effective from date of publication · Subject to 30 days notice of changes · Disputes governed by applicable local law.