Help Center

Plans change, and we try to keep cancellations simple and fair for both guests and hosts. Unless a listing states otherwise, this standard policy applies:

• 7 days or more before check-in: full refund, no questions asked.
• 3 to 6 days before check-in: 50% refund of the total booking amount.
• Less than 72 hours before check-in: no refund, since the host has likely turned away other guests for your dates.

To cancel, open your booking from your account and choose Cancel. Refunds are returned to your original payment method within 5 to 10 banking days. If a host cancels on you, you always receive a full refund regardless of timing.

Most stays go off without a hitch, but a little caution goes a long way. A few habits we recommend:

• Keep everything on the platform. Book and pay through New Doors PH only. If someone asks you to pay outside the site, do not proceed and let us know.
• Read recent reviews. They are written by real guests and are the best picture of what a stay is actually like.
• Check the house rules. Guest limits, quiet hours, and pet policies are listed for a reason. Surprises at check-in help no one.
• Share your itinerary. Let a family member or friend know where you are staying and when you expect to be back.
• Inspect on arrival. If the property does not match the listing, document it with photos and contact us within 24 hours of check-in.

Our support team is based in the Philippines and replies within one business day, usually much faster.