Landlord Cancellation Policy


1. Process

As a Landlord, you should never cancel any booking. If you cannot honour a booking, you need to inform Pop Up Shops and not your Tenants. To let us know, please visit the Contact Us page, select “I can’t honour a Tenant booking” from the drop-down menu and follow the instructions. This allows Pop Up Shops to systematically attempt to relocate Tenants affected by Landlord cancellations in suitable alternatives. If you contact Tenants directly to cancel on them without contacting Pop Up Shops first, you will be in breach of this Policy.

If you insist on cancelling a booking you will be asked to provide Pop Up Shops with valid debit or credit card details. Your card will only be charged upon the second cancellation initiated by you (see below) and if you have no subsequent booking against which to offset the charge.

This policy applies to you, the Landlord and to all of your properties in aggregate. If you cancel bookings relating to different properties, they will all add towards the total count of cancellations under this Policy.

The assessment period of this Policy is the shorter of: 6 months from the date of your first cancellation, or 15 confirmed bookings being generated after that first cancellation.


2. Consequences of your cancellations

When you initiate a cancellation, Pop Up Shops will fully refund your Tenants and you will receive no payment for the concerned booking.


3. If you do not comply with this policy

Non-compliant cancellations include for example: your failure to return the Consent Form within 24 hours of receipt, your failure to first contact Pop Up Shops if you need to cancel, your failure to provide Tenants with check-in information at least 48 hours before the check-in is due (“No Contact”) or you being a no-show at check-in (“No-Show”).

When you initiate a non-compliant cancellation, Pop Up Shops will fully refund your Tenants and you will receive no payment for the concerned booking.

In addition, you are subject to more severe measures as follows:

On your first non-compliant cancellation (except No Contact/No-Show):

  1. The listing of the property affected by your cancellation will receive a 1 star review.
  2. Your Quality Score will be automatically decreased. As a consequence, all of your properties will appear lower in Pop Up Shops’ search results.
  3. The property associated with your cancellation will be unlisted for 6 months.

On your second non-compliant cancellation (except No Contact/No-Show):

  1. The listing of the property affected by your cancellation will receive a 1 star review.
  2. Your Quality Score will be automatically decreased. As a consequence, all of your properties will appear lower in Pop Up Shops’ search results.
  3. Pop Up Shops will charge your card with a standard cancellation charge of €100 (or currency equivalent), or €200 (or currency equivalent), if your cancellation was last-minute. Pop Up Shops will collect this payment by charging your credit or debit card (you agree to provide Pop Up Shops with your card details).
  4. ALL of your properties will be unlisted for 6 months, and Pop Up Shops may cancel any or all of your upcoming bookings (you will receive no payment for such cancelled bookings).

* Last-minute is defined as a cancellation you initiate when there are 7 days or less before the check-in date of the concerned booking

No contact:

  1. The listing of the property affected by your cancellation will receive a 1 star review.
  2. The property will be unlisted for 6 months.

No-show:

  1. ALL your properties will be unlisted for 6 months, and Pop Up Shops may cancel any or all of your upcoming bookings (you will receive no payment for such cancelled bookings).
  2. ALL your properties will be unlisted for 6 months, and Pop Up Shops may cancel any or all of your upcoming bookings (you will receive no payment for such cancelled bookings).

Last update: 31 August 2014