Free template · updated November 3, 2026

Host cancellation message template for Airbnb hosts

Cancelling on a guest is the last thing you want to do, and platforms treat it seriously: Airbnb may charge a fee, block the dates and add an automatic note to your reviews. When it can't be avoided, tell the guest as early as possible, be honest about why and help them find somewhere else.

Cancel through the platform so the guest's refund is handled automatically. Don't offer them a direct booking at another place of yours off the platform, even to help.

The template

Replace anything in [brackets] with your own details.

Short version

Hi [Guest first name],

I'm very sorry, but I have to cancel your booking at [Property name] for [Dates] because [Honest reason, e.g. a burst pipe has flooded the main floor].

I've cancelled it through [Platform], so you'll get a full refund automatically. I'm really sorry for the trouble this causes, and I'm happy to help you look for another place nearby.

[Host first name]

Detailed version

Hi [Guest first name],

I have some bad news, and I'm truly sorry. [Honest reason, e.g. A storm damaged the roof, and the house won't be safe.]

I didn't want to leave it any later, so I've cancelled your booking for [Dates] through [Platform]. You'll get a full refund automatically, and [Platform] support can also help you find a similar place.

To help, here are a couple of options nearby you could look at on [Platform]:

[Nearby listing or area suggestion]
[Nearby listing or area suggestion]

I know this upsets your plans, and I'm sorry. If you'd like to try another time, I'd love to host you.

[Host first name]

Tips

Cancel only when you really have to, such as a safety problem, and tell the guest the moment you know.
Always cancel through the platform so the guest's refund is automatic.
Be honest about the reason; vague excuses read badly.
Keep photos or documents if it's an emergency; platforms may waive penalties for some valid reasons.
Never offer to rebook the guest off the platform, even at a discount.

Put it on one guest page instead of a binder

Keegix turns your welcome book into one link and a QR sign by the door. Upload the binder you already have and AI drafts the page in about a minute, or paste this template in. Free forever for one property.

Upload my binder, free See a sample guest page

Questions

What happens if I cancel an Airbnb booking as a host?

Airbnb may charge a cancellation fee, block the dates and add an automatic note to your reviews saying you cancelled. Some valid reasons, like a serious safety issue, can be exempt.

Will the guest get a full refund if I cancel?

Yes. When a host cancels, the guest is refunded in full through the platform.

How should I tell a guest I need to cancel?

Message them as soon as you know, explain honestly, apologize and offer to help find another place. Then cancel through the platform.

More free templates

All guest message templates · Every free template

Free to use

Copy it, change it, print it, use it with any platform. Sharing it with a host group, on a blog or in a forum? A link back to this page helps other hosts find the latest version:

https://keegix.com/guest-messages/host-cancellation/