Cancellation & payment policies

Refund and payment conditions

When configuring the Booking Settings of each rental, you will need to select a cancellation policy. The policy that you choose determines the payment conditions for your bookings as well as the refund conditions in the case of a cancellation.

Cancellation policy Refunds and Payments
Moderate Refunds

Full refund till 5 days prior to check-in. If the guest cancels less than 5 days before check-in, the stay is 50% refundable. Fees are 100% refundable. No refund after check-in date.

Payments

50% downpayment at the moment of the booking. Balance due on arrival.

Strict Refund

For cancellations made at least 7 days before check-in, 50% refund on the stay and 100% refund on the fees. For cancellations made within 7 days of check-in, no refund on the stay and 100% refund on the fees. No refund after check-in date.

Payments

50% downpayment at the moment of the booking. Balance due 7 days before arrival.

IMPORTANT: please note that for both policies it is your responsibility to ensure that the balance payment is collected. Smily sends several automated reminders to your guests for the balance payment, but if the balance remains unpaid after these reminders, it is your responsibility to collect it from your guests, either before the arrival or when the guest arrives at your property.

Cancellation conditions by platform

Each platform's cancellation policy varies, so we have created the policies outlined below in order to reflect the platform's policies as closely as possible. When you select a policy on Smily, the corresponding policy will automatically be applied on each platform. Please see the below table for the Smily policies and how these correspond to each platform:

SmilyAirbnbBooking.comHomeaway
Moderate

Full refund till 5 days prior to check-in. If the guest cancels less than 5 days before check-in, the stay is 50% refundable. Fees are 100% refundable. No refund after check-in date.

Moderate

Free cancellation for 48 hours

After that, cancel up to 5 days before check-in and get a full refund, minus the service fee.

Same conditions as on Smily


Full refund till 5 days prior to check-in. If the guest cancels less than 5 days before check-in, 50% refund on the entire amount paid by the guest. No refund after check-in date.

Strict

For cancellations made at least 7 days before check-in, 50% refund on the stay and 100% refund on the fees. For cancellations made within 7 days of check-in, no refund on the stay and 100% refund on the fees. No refund after check-in date.

Strict

Free cancellation for 48 hours. After that, cancel up to 7 days before check-in and get a 50% refund, minus the service fee

Bookings made before 10th May 2021: Same conditions as on Smily

Bookings made after 10th May 2021: cancel any time up to check-in and get a 50% refund on the stay

For cancellations made at least 7 days before check-in, 50% refund on the entire amount paid by the guest. For cancellations made within 7 days of check-in or after check-in, no refund is offered.

So if you choose, for example, the Moderate policy on Smily, the same conditions will be applied on Airbnb and Booking.com and the conditions of HomeAway will be applied for bookings from HomeAway.

Note that in the case of a cancellation before check-in, commission will apply on penalties, based on the policy chosen. If cancellation happens after check-in the Smily commission is not refundable