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OnsStay
FINDING YOUR STAY
FINDING YOUR STAY
PAY LATER
OnsStay offers four cancellation policy tiers to accommodate different hosting styles and guest needs. Each listing displays its applicable cancellation policy.
Hosts choose a cancellation policy tier when creating their listing. The tier determines refund eligibility for guests and the service fee charged to hosts.
Cancel 24+ hours before check-in
2%
Hosts who prioritize high booking volume and guest flexibility
Cancel 5+ days before check-in
2.5%
Hosts seeking balance between flexibility and booking security
Cancel 30+ days before check-in
3%
Premium properties and peak season bookings
Cancel within 48 hours of booking AND 14+ days before check-in
4%
High-demand properties, special events, and long-term stays
Maximum flexibility for guests with easy cancellation options.
2%
Balanced approach with reasonable notice requirements.
2.5%
Stronger commitment with advance notice requirements.
3%
Maximum protection for hosts with limited cancellation options.
4%
OnsStay's guest service fee is refundable when cancellation occurs within the full refund window. For partial refunds, the service fee is non-refundable.
Refunds are processed within 5-10 business days to the original payment method. Bank processing times may vary. See our Refund Policy for details.
All cancellation deadlines are calculated based on the property's local check-in time (UAE time, GMT+4). The check-in time is specified in each listing.
In cases of documented emergencies, natural disasters, or government travel restrictions, OnsStay may provide exceptions to standard cancellation policies.
Hosts are expected to honor all confirmed bookings. However, if a host must cancel:
The guest receives a full refund, including all fees
OnsStay assists the guest in finding alternative accommodation
The host’s calendar is blocked for the cancelled dates
Repeated cancellations may result in listing suspension or removal
If a host cancels due to circumstances beyond their control (property damage, emergency repairs, etc.), they should contact OnsStay support immediately to discuss options and minimize impact on their account standing.
Log in to your OnsStay account and navigate to “My Bookings”
Select the booking you wish to cancel
Click “Cancel Booking” and review the refund amount based on the property’s cancellation policy
Confirm the cancellation – you’ll receive an email confirmation with refund details
If you need assistance with cancellation or have questions about your refund, please contact our support team at support@manus.onsstay.com or through the in-app chat feature.
