Cancellation and refunds: how notice sets what comes back
What is kept on a cancelled booking follows the notice: the whole deposit back beyond twenty-four hours, half inside the last day, none once she has left.
A cancellation never puts a guest under a claim for damages. What may be kept is the share of the fee already earned at the moment the message arrives, and the notice given is the only thing that sets it. With more than twenty-four hours still to run, the whole deposit comes back. Inside the final twenty-four hours, while she has not yet set out, half of the deposit is kept and half is returned. Once she has set off towards you, none of it comes back.
Two things soften the last step. If the hour you released is taken by another client, the deposit is repaid in full. If you can show that the loss was smaller than the part kept, only that smaller amount is kept.
For a regular on a two hour booking at EUR 360, with EUR 180 ahead, that reads as follows. A roster change reported two days early brings back EUR 180. Reported on the morning of the booking, it brings back EUR 90. Reported while she is already on the road out to Schiphol-Rijk, it brings back nothing, unless the evening is re-let. Moving rather than cancelling is often gentler, as the free move explains. Force majeure turns a deposit into credit, and if the house cannot perform, the deposit is returned in full or kept as credit, whichever you prefer. The full text is on the cancellation policy.
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