Help with a rental

If you want to cancel, change a rental, or learn more about payments, you've come to the right place. We'll help you manage any cancellations or changes and explain how to do this.

Changing plans or canceling

Program changes are things that happen. First of all, check that you have a current session on your Roomlers account. Then go to Stays and select the rental you want to change. You will find links to change or cancel it: follow the steps, which will guide you through the process. If you are in an unforeseeable or emergency situation, see our « Force Majeure » Policy for more information.

Find your rental information

To find information about a rental, first check that you are logged in to your Roomlers account.
Then go to 'My requests', and select the rental you wish to view. You'll find links to modify or cancel it: follow the steps, which will guide you through the process. If you find yourself in an unforeseeable or emergency situation, don't hesitate to send us a message at: contact@roomlers.com. Be sure to include the rental reference in your message.

If you still can't find your rental

Check that you are logged into the same Roomlers account as the one used to make the request.
If you're still having trouble finding your rental, go to the Support page.

Canceling your rental request

Your plans have changed and you need to cancel your rental. Send a message to support, describing your situation and including the ad reference.

Request a refund during your stay

If you encounter a problem during your stay, you can ask the landlord to fix it, request a partial refund or cancel the rental to receive a full refund (some amounts may not fall within this framework). Don't forget to submit your request within 24 hours of noticing the problem. The owner will then have one hour to get back to you. If the landlord refuses the request or does not respond, you can ask Roomlers to intervene.

Modify a rental before your stay

Would you like to change your arrival date or any other information about your stay?
Send a request to your landlord. He'll get back to you in writing as soon as possible.

Consider the following when making a change request:

• You cannot make changes if your departure date has already passed.


• Once changes have been made, any subsequent changes must follow the process described above and will take the form of a new application.


• If the host has changed their price before you request a change, the new booking will reflect that price, unless there is a special offer.


• By changing your booking dates, you may no longer be able to take advantage of any discounts originally applicable.


• If you wish to add tenants, you can go through the Resolution Center to process any additional payments agreed with your landlord.


• It is not possible to transfer a booking to someone else. If you are unable to make a trip, you will need to cancel the reservation and ask the other renter to make a new reservation.

If you are a renter, you can check your confirmation email for more information.
If you change or cancel a stay:

• Your initial payment may not be refundable, depending on the accommodation and the time of booking.


• If you cancel after the start of the stay, the next 30 days are non-refundable.


• Your landlord may choose to give you an additional refund.

Note: If your booking is not yet confirmed and you need to add a tenant or change the dates of your booking, please contact your landlord or the support center.

Facing an emergency and need to cancel? Contact Customer Service in case of force majeure to make sure you meet the criteria. Please note that you may be required to provide documentation.