What happens if I have to cancel on a guest?

Message the guest as soon as you know. In a town this size, a guest left without a bed in wind season is a story that travels.

If their payment is still held in your Stripe balance, cancelling refunds them in full and our service fee comes back to you too.

If Stripe has already paid you out, nothing is taken from your account automatically. It comes to Rent La Ventana as a case for a person to look at, and we work out with you how to put it right. We would rather sort that with you than surprise your bank account.

You can also settle it directly with the guest, and often that is simplest — a partial refund, a credit against a future stay, or moving the dates. That's yours to offer and yours to arrange, by transfer or in cash or however suits. We don't process or guarantee those, but do tell us when you make one so our records match reality.

Cancelling on a guest who has already paid and travelled is the one thing most likely to get a listing taken down.