Cancellation Policy
We understand that crew schedules change. Our policies are designed to be fair for everyone.
Fair cancellations for crew life
Airline crew members deal with schedule changes, reassignments, and unexpected trip modifications every day. CrewNest offers three cancellation tiers so hosts can set policies that work for their property, while giving crew the flexibility they need. Every listing displays its cancellation policy before you book.
Flexible
Crew with unpredictable schedules
Full refund if cancelled 24+ hours before check-in
50% refund if cancelled within 24 hours of check-in
No refund for no-shows or post check-in
Best for
Crew with unpredictable schedules
Moderate
Balanced protection for both parties
Full refund if cancelled 5+ days before check-in
50% refund if cancelled 1-5 days before check-in
No refund within 24 hours or for no-shows
Best for
Balanced protection for both parties
Strict
Hosts with high-demand properties
50% refund if cancelled 7+ days before check-in
No refund within 7 days of check-in
No refund for no-shows
Best for
Hosts with high-demand properties
How cancellation works
Check the policy
Before booking, the cancellation tier (Flexible, Moderate, or Strict) is prominently displayed on every listing. Review the policy to understand your refund eligibility.
Cancel from your dashboard
If you need to cancel, go to your dashboard, find the booking, and select "Cancel Booking." Your refund amount is calculated automatically based on the policy tier and timing.
Receive your refund
Eligible refunds are processed within 5-10 business days and returned to your original payment method via Stripe. You will receive a confirmation email once the refund is initiated.
Fee refund rules
Cleaning fees are always refunded for eligible cancellations. The 10% guest service fee is refunded in full if you cancel at least 48 hours before check-in; otherwise, the service fee is non-refundable.
Special circumstances
We recognize that certain situations are beyond your control. In the following cases, we may override the standard cancellation policy and provide a full or partial refund at our discretion:
Severe weather events
If a government-declared natural disaster, hurricane, severe weather event, or state of emergency directly affects the listing location or prevents safe travel to the property, guests may be eligible for a full refund regardless of the cancellation tier. Documentation such as NOTAM or weather advisories may be required.
Airline schedule changes
If your airline reassigns your base, changes your schedule, or issues a crew displacement that directly prevents you from using the booked property, you may submit documentation (e.g., schedule change notice, crew scheduling email) to request a full refund. CrewNest will review such requests on a case-by-case basis within 48 hours.
Medical emergencies
If the guest or an immediate family member experiences a medical emergency or serious illness that prevents travel, a full refund may be granted upon submission of medical documentation from a licensed healthcare provider. All medical documentation is handled confidentially in accordance with our Privacy Policy.
Host cancellation penalties
Hosts who cancel confirmed bookings disrupt crew members who rely on confirmed housing. To protect our crew community, host cancellations carry the following consequences:
Rating impact
A host cancellation is flagged on the host's profile and negatively impacts their host rating, which is visible to future guests.
Cancellation fee
Hosts may be charged a cancellation fee to cover the guest's inconvenience and CrewNest's operational costs in finding the guest alternative accommodations.
Listing suspension
Hosts who cancel more than two confirmed bookings within a 60-day period may have their listings temporarily suspended from search results and new booking requests.
Account removal
Habitual or egregious host cancellations (such as cancelling to rebook at a higher price) may result in permanent removal from the Platform.
Guest protection: When a host cancels a confirmed booking, the guest receives a full refund automatically. CrewNest will also make reasonable efforts to help the guest find alternative accommodations nearby.
Dispute resolution
If you believe your cancellation or refund was handled incorrectly, or if you have a dispute with the other party regarding a cancellation, you may file a dispute through your CrewNest dashboard within 14 days of the cancellation. Our support team will review the situation, examine the evidence provided by both parties, and issue a determination within 5 business days.
For disputes that cannot be resolved through our internal process, please refer to the Dispute Resolution section of our Terms of Service.
Important notes
All times are based on the listing's local time zone. Cancellation deadlines are calculated using the property's local time, not your current location.
Cleaning fees are always refundable for eligible cancellations, regardless of the cancellation tier.
Service fee refund: The 10% guest service fee is refunded in full for cancellations made 48+ hours before check-in. Service fees are non-refundable for cancellations made less than 48 hours before check-in.
Refund processing time: Eligible refunds are processed within 5-10 business days and returned to the original payment method. Your bank or card issuer may take additional time to post the refund.
This policy is governed by our Terms of Service. For the full legal framework, please review our Terms of Service.
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