Help Centre

My rental booking request was declined. When will I get my money back?

We’re sorry your booking request was declined – please rest assured that you haven’t been charged a penny.


If you have questions about why your booking request was declined, please contact the property owner/manager directly. You can also go to your rental inbox to check the details of the booking request and contact the owner.


Don’t worry – you’ve not been charged


When you make a booking request, your payment is simply held by your bank until the owner accepts your booking. In this case, the owner has unfortunately declined the booking, so we’ve told the bank to release your payment.

  • The pre-authorised payment will usually appear in the pending section of your credit card or bank account.
  • When the pre-authorised payment is released, it may appear as a refund on your statement, or the original held payment will disappear entirely.

Please note: it may take up to seven working days to release the pre-authorised payment, depending on the processing time of your bank/credit card account. Please contact your bank directly for more information – you can use your confirmation email about the declined booking as proof (if required).


Finding a new rental


To find a new rental for your stay, search here. Alternatively, you can find more help and information about our booking process here.

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