Cancellation Policy
What if a guest has to cancel due to an emergency?
We can make a refund if a guest has to cancel a reservation due to an emergency.
General rules
This Extenuating Circumstances Policy explains how reservations are canceled when unforeseen events beyond your control occur after booking that make it impracticable or illegal to complete the reservation. This Policy applies to reservations for both Accommodations and Experiences.
If this Policy permits cancellation, it controls and takes precedence over the cancellation policy. Guests affected by an event covered by this Policy may cancel their reservation and receive a cash refund, travel credit and/or other compensation, depending on the circumstances. Hosts affected by an event covered by this Policy may cancel their reservation without negative consequences, but depending on the circumstances, their calendars may be blocked for the dates of the canceled reservation.
What events are covered by this Policy
This Policy uses the term “Event” to refer to the following situations that occur after a reservation is made, are unforeseen at the time of booking, and prevent or legally prohibit a reservation from being made.
Changes in government travel requirements. Unexpected changes in visa or passport requirements imposed by a government agency that prevent travel to a destination. This does not include lost or expired travel documents or other personal circumstances related to the guest’s travel authorization.
Declared emergencies and epidemics. Government-declared local or national emergencies, epidemics, pandemics and public health emergencies. This does not include diseases that are endemic or commonly associated with an area – for example, malaria in Thailand or dengue fever in Hawaii.
Government travel restrictions. Travel restrictions imposed by a government agency that prevent or prohibit travel to, stay in, or return from a listed location. This does not include non-binding travel advisories and similar government guidelines.
Military and other acts of war. Acts of war, hostilities, invasions, civil war, terrorism, explosions, bombings, rebellions, riots, insurrections, civil unrest and civil disturbances.
Natural disasters. Natural disasters, random events, large-scale disruptions of basic utilities, volcanic eruptions, tsunamis and other severe and unusual weather events. This does not include weather or natural conditions that are common enough to be predictable in a given location – for example, hurricanes occurring during hurricane season in Florida.
What is not covered
Everything else. This policy only allows cancellation of the events described above. Everything else is excluded. Examples of situations in which this Policy does not permit cancellation include: unexpected illness, disease or injury; government duties such as jury duty, court appearance or military duty; travel advisories or other government directives (which do not constitute a travel ban or prohibition); cancellation or rescheduling of an event for which you have made a reservation; and transportation disruptions unrelated to a covered event, such as road closures, and cancellation of flights, trains, buses and ferries. If you cancel a reservation in these cases, the amount of the refund will be determined in accordance with the cancellation policy that applies to the reservation.
What to do next
When we notify you or publish information confirming how this Policy applies to your reservation, you should follow the cancellation instructions we provide. When we notify you or publish information about how this Policy applies, you should be able to cancel your reservation in accordance with this Policy by going to the Travel page and canceling the affected reservation. If you believe this Policy applies to your reservation, but we have not notified you or published information about the Event, please contact us to cancel your reservation. In all cases, be prepared to provide documentation showing how the Event affected you or your reservation.
If you have any questions, please contact us.
Other points to keep in mind
This Policy applies to all reservations with a check-in date on or after the effective date. This policy does not apply to Luxe bookings, which are subject to a separate refund policy for Luxe guests.
How long do I have to wait for a refund?
We send refunds immediately after cancellation and they usually appear within 3-5 days, but sometimes it takes up to 15 days before they are included in the original payment method. In some countries, such as Brazil and India, refunds can take up to 2 months.
What if I’m not sure what my cancellation policy is or the policy doesn’t appear here?
From time to time, we let hosts try out new rules that we test. Cancellation policies that apply to a specific stay are always available in the booking details.