Valid Host Cancellation Reasons Policy

1. Important Cancellation Policies for NZZL Hosts#

When a Host cancels a reservation on NZZL, the cancellation may be subject to standard fees and consequences under the NZZL Host Cancellation Policy.

Hosts must never cancel for reasons that violate NZZL's policies, including the Non-discrimination Policy or Accessibility Standards.

2. Valid Cancellation Reasons for NZZL Hosts#

For Home Hosts

Valid reasons include (but are not limited to):

• Major property damage or infrastructure issues beyond the Host's control (for example, a burst pipe, gas leak, or electrical failure).
• Serious personal illness preventing the Host from receiving Guests.
• Clear proof that a Guest intends to violate house rules (for example, an unauthorised party, pets, or smoking).
• Major disruptive events, such as government-issued travel restrictions, public health emergencies, or declared national crises within Morocco.

3. Instant Booking Cancellations for NZZL Home Hosts#

If you use Instant Book on NZZL, additional cancellation allowances may apply.

Examples of valid Instant Book cancellation reasons include:

• The Guest indicates they will likely break house rules (for example, bringing a pet despite "no pets allowed").
• The Guest has multiple negative reviews or an incomplete profile that raises safety or trust concerns.

In most cases, Instant Book cancellations can be completed online. However, certain cases require contacting NZZL Support to avoid fees.

If a Host cancels Instant Book too frequently, NZZL may require disabling Instant Book on the listing.

4. Documentation Requirements#

To cancel without consequences, Hosts may be required to provide documentation, such as:

• Photos or videos proving property damage.
• Evidence of an urgent repair.
• Medical documentation in the case of serious illness.
• Proof of Guest intent to violate rules (for example, messages or screenshots).

Send your documents to NZZL Support with your booking code. NZZL reviews them and decides whether to waive the fee, as described in the Host Cancellation Policy.

5. Timely Cancellation Requirement#

Hosts are responsible for cancelling as soon as they know they cannot host.

If check-in is less than 24 hours away, online cancellation may be restricted, and Hosts must contact NZZL Support directly.

6. API / Software Integration Issues#

For Hosts using property management software or API integrations with NZZL:

• If a reservation must be cancelled due to a system outage, the Host must provide evidence of the outage to request a waiver of fees or consequences.