How much refund do you get when you cancel a homestay booking? It depends on two things: where you booked (Airbnb, Agoda/Booking.com or directly with the host) and how many days before check-in you cancel. Malaysia has no single rule for homestays. The policy shown when you paid is the one that applies.
Most people read the cancellation policy only after plans change: a sick child, leave cancelled, a car that won't start. By then it is too late to choose. This guide explains how refunds are worked out on each channel, gives a worked example with numbers, and lists the questions to ask before you pay.
Who decides how much you get back?
Not the law, but your booking's policy. A Kosmo report on homestay operators in Perak showed this clearly: one operator said money is not returned, another said it is returned if you cancel. Two homestays, two answers. So the first question is: who did you book through?
| You booked on | Whose policy applies | Cancel where | Money returned by |
|---|---|---|---|
| Airbnb | The policy the host chose on Airbnb | Airbnb app | Airbnb, to your original payment method |
| Agoda / Booking.com | The policy of the rate you picked | Agoda / Booking.com app | That platform |
| Directly with the host | The host's own policy | Message the host | The host |
One thing many guests don't know: if you booked one of our units through Agoda, Booking.com or Airbnb, we cannot cancel or refund that booking from our side. It was sold on someone else's platform, so the cancellation and refund must happen there. Messaging us will not stop an Agoda charge.
Airbnb cancellation policies: how much refund by day?
Airbnb has standard policies for stays under 28 nights. The host picks one and it is shown on the listing before you book. From Airbnb's help centre:
| Policy | Full refund if you cancel | After that |
|---|---|---|
| Flexible | Up to 24 hours before check-in | Only taxes refunded |
| Moderate | Up to 5 days before check-in | Host is paid 1 night + 50% of unused nights |
| Limited | Up to 14 days before | 7–14 days: 50%; under 7 days: nothing |
| Firm | Up to 30 days before | 7–30 days: 50%; under 7 days: nothing |
| Strict | No full-refund window | 7 days or more: 50%; under 7 days: nothing |
Two more Airbnb rules worth knowing:
- The first 24 hours after the booking is confirmed: you can cancel for a full refund, as long as the booking was confirmed at least 7 days before check-in.
- Airbnb's guest service fee is refunded only if you cancel within the free cancellation period, or if the host chooses to refund you in full. Outside that window the fee is usually lost even when part of the rent comes back.
That is why cancelling an Airbnb booking can cost more than you expect. We break the fee down in book direct vs Airbnb.
Booking through Agoda or Booking.com: what should you check?
On Agoda and Booking.com the same unit can have two prices: a rate with free cancellation until a certain date, and a cheaper non-refundable rate. The policy follows the rate you clicked, not the unit. Check three things on the payment screen and in the confirmation email:
- Whether there is a "free cancellation until" date at all.
- Which time zone that date uses (usually the property's local time).
- If you pay later, when your card will actually be charged.
Non-refundable rates make sense when your dates are certain. If they are not, the small saving rarely pays off.
Booking direct with us: how is the refund worked out?
For direct bookings on our site, the cancellation policy is tiered by how many days before the check-in date you cancel. When a policy has been set for the unit, its summary appears on the unit page before you pay, for example:
Free cancellation up to 7 days before check-in · 50% refund up to 3 days before · No refund within 3 days of check-in
That is an example layout from our system. The percentages and days for your unit are whatever its page shows. If the page shows no policy, ask before paying. Our WhatsApp assistant answers with the unit's actual policy when one is in the system; if not, it hands over to a staff member to confirm instead of guessing.
How to cancel: message us on WhatsApp with your booking number. Once cancelled, the nights go back on sale, the guest portal for that booking closes, and the refund amount is recorded. The money is sent back by hand (for example by bank transfer), so make sure the account number you give is correct.
Worked example: an RM600 booking for 2 nights
Say the unit's policy matches the example above (7 days 100%, 3 days 50%, under 3 days nothing) and you paid RM600.
| When you cancel | Tier | Refund |
|---|---|---|
| 10 days before check-in | 7 days or more | RM600 |
| 5 days before | 3 to 6 days | RM300 |
| 1 day before | Under 3 days | RM0 |
This is an illustration, not the price of a specific unit. The simplest tip: go by the date shown, don't count it yourself. If the free cancellation deadline falls on a certain day, cancel a day earlier so the clock never becomes an argument.
Is the security deposit cancelled too?
The security deposit is separate from the rent. For our units the deposit is normally paid on check-in day (see first-time check-in), so if you cancel before arriving there is usually no deposit to return. If a deposit was already paid, how and when it comes back is covered in check-out day.
What if the host cancels, or the unit has a problem?
A host cancelling and a guest cancelling are different things. The policies above are for guests who cancel. If the host cancels, ask directly what they will do for you, and on Airbnb or Agoda raise it through the platform.
If you have already arrived and the unit has a serious problem (no water, no power, broken air-con), that is not a cancellation-policy question. Read what to do when there is no water or electricity for when money is returned. For guests asking for a full refund after staying, our position is here.
Heavy rain, a sick child or cancelled leave usually do not change the policy. If that risk matters to you, travel insurance is more useful than hoping the host makes an exception.
7 questions to ask before you pay
| Question | Why it matters |
|---|---|
| What is this unit's cancellation policy? | Get it in writing, not verbally |
| Days counted up to which date? | Avoids a one-day misunderstanding |
| Are platform or payment fees refunded? | On Airbnb, the fee only returns inside the free window |
| Can I change dates instead of cancelling? | Sometimes better than a 50% refund |
| Where does the refund go, and when? | Card, FPX and bank transfer take different times |
| When is the deposit paid? | If not yet paid, there is nothing to chase |
| What happens if the host cancels? | Know your position from the start |
Keep screenshots of the policy, your payment receipt and your cancellation message. Those three settle most disputes.
What can you do if the refund never arrives?
Start with a written message to the host or platform, attaching the policy screenshot and the date you cancelled. If that fails, Malaysia's Tribunal for Consumer Claims (TTPM) under KPDN hears consumer claims up to RM50,000, with a filing fee of RM5. You can file at a counter, online, or through the ez-TTPM app launched in November 2025. The tribunal aims to decide within 40 days of filing. For bookings on foreign platforms, complaining to the platform is usually faster.
When is booking direct with us not the best choice?
If your dates are still uncertain, an Airbnb listing on the Flexible policy (full refund up to 24 hours before check-in) gives you more room than most direct-booking policies, including the example policy above. You pay the service fee, but you are buying flexibility. Once your dates are firm, booking direct is usually cheaper. For dates that fill up fast, such as school holidays, see when to book.
We manage more than 100 units in Johor Bahru and Desaru. Check the cancellation policy on the unit page, then pick your dates on our booking page.