How do I cancel or change a booking?

The owner sets the terms, not us. They are written on their listing under “If your plans change”, in their words, and they are a promise made to you by the person you are paying. Rent La Ventana adds no cancellation policy of its own on top — read theirs before you book, because it is the one that counts.

Where an owner has written no terms at all, a booking with them is final once paid. That is what the silence means, and it is shown on the listing before you pay.

In the first hour after you pay, cancelling is simply an undo: the booking ends and your payment is returned, and nobody is asked. That hour is for mistakes — the wrong date, the wrong listing, the same thing booked twice from two phones.

After that hour, cancelling is a request you send to the owner, the same way your booking was a request they answered. Nothing changes while they think about it: the dates stay yours and your payment stays where it is. They approve it, and you are refunded; or they decline, and the booking simply stands — nothing taken, nothing given back. Tell them why when you ask; it is what they are deciding on.

If you have not paid yet — the owner has not approved your request, or has but you have not been to checkout — you can withdraw it yourself at any time. Nothing has moved, so nobody needs to agree.

Whichever way it goes, the dates and the money are separate questions. A cancelled booking frees its dates immediately.

There is one hard limit underneath all of it, and it is not a policy. You pay the owner directly, onto their own Stripe account, so a refund can only come out of their balance while the money is still in it. Stripe holds each payment for a period before paying it out — at least 48 hours, and 7 days on a Mexican account. After it has gone, no refund is possible from our side whatever anybody agreed, and any arrangement is between you and the owner.

The card processing line is the one part that never comes back. The card networks keep it whether the booking happens or not, so refunding it would mean paying it ourselves. It's shown to you as its own line before you pay.

If the OWNER cancels on you after being paid out, nothing is refused automatically — it comes to us and we sort it with them directly.

And if we can't refund you, that isn't the last word. You and the owner can agree something directly between you — a partial refund, a credit against another stay, different dates — and plenty of owners do. Message them on your booking. Tell us if you'd like us to ask on your behalf, though anything you agree that way is between the two of you rather than through the platform.

To change dates rather than cancel, message the owner in the thread on your booking. A change is a new agreement between the two of you.