Cancellation policy

Flexible

Full refund if the guest cancels at least 24 hours before the listed check-in time. Cancellations inside 24 hours forfeit the first night and any cleaning fee; the rest of the booking subtotal is refunded.

Moderate

Full refund if the guest cancels at least five days before check-in. Between five days and 24 hours, the guest receives 50% of the booking subtotal back. Cancellations inside 24 hours forfeit the first night and cleaning fee; the rest is refunded.

Strict

Full refund only if the guest cancels within 48 hours of booking and at least 14 days before check-in. Between 14 and 7 days, the guest receives 50% back. Inside 7 days, no refund of the nightly rate; cleaning fees are refunded.

Super Strict

Used by hosts whose units have heavy demand, long delivery set-up, or seasonal limits. Full refund only within 48 hours of booking and at least 30 days before check-in. Otherwise, no refund of the nightly rate; cleaning fees are refunded.

• Nightly rate & weekend / seasonal pricing: refunded according to the tier above.
• Cleaning fee: always refunded if the host has not yet cleaned for the stay (i.e. before check-in).
• Service fee: the Wheelhouse guest service fee is fully refundable on a guest-initiated cancellation more than 24 hours before check-in. Inside 24 hours, the service fee is non-refundable. The fee is always refunded on host cancellations and on cancellations under extenuating circumstances.
• Delivery fee:non-refundable once the host has dispatched. If the trailer hasn't left the host's lot yet, the delivery fee is refunded.
• Security deposit: always returned in full unless damages are claimed. See Insurance.
• Taxes: refunded proportionally to the refunded subtotal.

A host who cancels a confirmed booking owes the guest a full refund of the booking total — including service fees, delivery fees, and taxes. In addition to the refund:

• Wheelhouse may apply a cancellation penalty against the host of $50 or 20% of the booking total, whichever is greater.
• The booked dates are automatically blocked on the host's calendar to prevent re-booking by another guest.
• Repeated host cancellations or no-shows lead to listing suspension and may result in account removal.

Some events override the tier on the listing and result in a full refund regardless of policy. These include but are not limited to:

• Death or serious illness of a guest, the host, or an immediate family member, with documentation.
• Government-issued mandatory evacuation orders, travel restrictions, or border closures affecting the booking region.
• Severe weather events that materially endanger the trailer or its occupants — wildfires, hurricanes, flooding — at the listing's location.
• Catastrophic damage to the unit prior to check-in that prevents safe occupancy (host responsibility).
• Active wars, terrorism, or civil unrest at the listing location.

File a request with support@getwheelhouse.com and include documentation. We respond within two business days; urgent cases (active emergencies) within four hours.

Guests: open the booking from My trips and choose “Cancel.” The cancellation modal shows the refund amount before you confirm.

Hosts: open the booking from Host bookings. Cancellation requires confirmation and a reason that's shared with the guest.

Refunds are issued back to the original payment method and typically appear within 5–10 business days, depending on your bank.

Anything in this policy that needs clarification, write to support@getwheelhouse.com.