What happens if a Host cancels before check-in?
If a Host cancels a reservation prior to check-in, their guest will automatically receive a full refund. If a Host cancels a reservation prior to check-in we’ll also help the guest find a similar place, depending on availability at comparable pricing.
What happens if another Reservation Issue disrupts a stay?
If we determine that a Reservation Issue has disrupted a guest’s stay we’ll give the guest a full or partial refund, or help the guest find a similar place, depending on availability at comparable pricing. Re-scheduling assistance or the amount refunded depends on several factors including the severity of the Reservation Issue, the impact on the guest, the portion of the stay affected, whether the guest vacates the accommodations, other mitigating factors, and the strength of evidence provided of the Reservation Issue.
What Reservation Issues are covered
The term "Reservation Issue" refers to these situations:
- Host cancels the reservation prior to check-in.
- Host fails to provide their guest access to the accommodations.
- Accommodations are not habitable at check-in, including but not limited to any of the following reasons:
- Not reasonably clean and sanitary.
- Contain safety or health hazards.
- Accommodations are significantly different than advertised, including but not limited to any of the following reasons:
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- Inaccurate space type (e.g. entire place, private room, or shared room).
- Inaccurate type or number of rooms (e.g. bedrooms, bathrooms, and kitchens).
- Inaccurate location of the accommodations.
- The Listing fails to disclose that the Host, another person, or a pet will be present during the stay.
- Special amenities or features advertised in the Listing are not present or do not function (e.g. pool, hot tub, major appliance, heating, and air conditioning systems).
How to request Re-Scheduling assistance or a refund
To request Re-Scheduling assistance or a refund, the guest who made the reservation must contact us 5 days before the booking date. Requests should be supported by relevant evidence such as photographs, videos, or confirmation of the conditions by the Host, which we will use to help determine whether a Reservation Issue has occurred.
How this Policy affects Hosts
If a Host cancels a reservation or another Reservation Issue disrupts a guest’s stay, the Host will receive no payout or will have their payout reduced by the amount refunded to their guest.
In most circumstances, we will attempt to confirm a guest’s reported concern with their Host. Hosts can also dispute a guest’s assertion of a Reservation Issue by contacting us.
Cancellation policies
- Full Refund: To receive a full refund, guests must cancel at least 10 days before the check-in date.
- Partial Refund (60%): If a guest cancels the booking between 7 and 10 days before the check-in date, they will receive a refund of 70% of the total booking amount.
- Partial Refund (30%): If a guest cancels the booking between 5 and 7 days before the check-in date, they will receive a refund of 30% of the total booking amount.
For cancellations made less than 5 days before check-in, no refund will be provided.
