Updated on October 16, 2024
Wehome strongly discourages hosts from canceling reservations. When a host cancels a booking, it not only disrupts the guest’s travel plans but also undermines trust in our community. However, we understand that there may be circumstances where a host needs to cancel a reservation.
Rest assured that if a host cancels a reservation before the guest’s check-in, the guest will receive a full refund. Please note that when a host cancels a reservation, they may be subject to cancellation fees and other penalties. These fees are calculated based on the reservation amount and the timing of the cancellation, with a maximum fee of 500,000 KRW.
Depending on special exceptional circumstances, the refund policy may not apply. This includes cases where the host is unable to operate due to a major disaster or government action.
Wehome takes host cancellations seriously to maintain the integrity of our platform and ensure a positive experience for all users.
Guest refund
If a host cancels a reservation before check-in, the guest will receive a full refund, including service fees. The refund will be issued to the payment method used at the time of booking. If there are more than 30 days remaining until check-in, the refund will be processed immediately. If there are fewer than 30 days until check-in, Wehome will contact the guest to confirm if they would like an immediate refund. The time it takes to receive the refund may vary depending on the bank or financial institution.
Host cancellation fee
Cancellation fees imposed on hosts for canceling reservations are intended to compensate guests for the inconvenience. These fees are calculated based on the accommodation fee and cleaning fee, but exclude guest service fees and security deposits. To ensure fairness, the maximum cancellation fee is capped at 500,000 KRW, regardless of the total accommodation cost.
At Wehome, we implement this policy to maintain a balance between host flexibility and guest protection, encouraging responsible hosting practices while safeguarding our guests’ travel plans.
- If a host cancels within 2 days (48 hours) of the check-in date, a fee of 50% of the reservation amount for the unused nights will be charged.
- For cancellations made between 2 and 7 days before the check-in date, a fee of 40% of the total reservation amount will be applied.
- Cancellations made between 7 and 14 days before the check-in date will incur a fee of 30% of the total reservation amount.
- If a host cancels between 14 and 30 days before the check-in date, a fee of 20% of the total reservation amount will be charged.
- For cancellations made more than 30 days before the check-in date, a fee of 10% of the total reservation amount will be applied.
Host cancellation procedure, wehome support, and notes
- Host cancellations of confirmed reservations without legitimate exceptional reasons undermine the trust of our community. Wehome applies penalties to such hosts in accordance with our Community Policy.
- Rebooking support if less than 7 days until check-in date: To protect guests from travel issues (e.g., host cancellations within 7 days of check-in date), Wehome assists with all bookings made through our platform. In the event of a cancellation, we’ll help you find and rebook similar accommodations in a comparable price range, subject to availability.
- If a host requests a guest to cancel: If a host informs you they can’t accommodate your stay, don’t cancel on their behalf. Instead, message the host and ask them to cancel the reservation. This ensures you receive a full refund.
- Hosts can request cancellations through Wehome’s customer service center. We advise hosts to inform guests of the cancellation reason and provide guidance on next steps, even before the host cancellation is finalized.
- In cases where hosts must cancel due to circumstances beyond their control, such as natural disasters, disease outbreaks, goverment’s license cancellation, or the host’s hospitalization, cancellation fees and other penalties may be waived. In these instances, hosts must submit supporting documentation or evidence. Note that even if fees are waived, other penalties like calendar blocking may still apply.
- The host cancellation fee will be provided in the form of Wehome coupons or points.
Consequences for Hosts
- Host cancellations should not occur for reasons that are not considered extenuating circumstances, beyond those situations where fees and other penalties are waived.
- For host cancellations without valid reasons, the following consequences may apply:
1. Downward adjustment of the property’s ranking
2. Delisting of property
3. Suspension or cancellation of regulatory sandbox license.
Wehome's Right of Arbitration
- In the event of a dispute between the host and the guest regarding the application of this refund policy, Wehome has the final decision-making authority.