Withdrawal from the contract
What if you have to quit because of an emergency?
We can make refunds if a guest has to cancel due to an emergency.
This Exceptional Circumstances Policy explains how cancellations are handled when unforeseen events beyond your control occur after you have made a reservation and make it impracticable or illegal to complete the reservation.
When this policy allows 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 cash refunds, travel funds and/or other benefits, as applicable. Hosts affected by an event covered by this Policy may cancel a reservation without negative consequences, but depending on the circumstances, their calendars may be blocked for the dates of the cancelled reservation.
What events are covered
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 the completion of the reservation.
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 apply to lost or expired travel documents or other personal circumstances related to the guest’s travel authorization.
Reported emergencies and epidemics. The government has 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.
Restrictions on government travel. Travel restrictions imposed by a government agency that prevent or prohibit travel, stay or return from the Offer site. This does not include non-binding travel advice and similar government guidance.
Warfare and other hostilities. Acts of war, warfare, invasions, civil wars, terrorism, explosions, bombings, rebellions, riots, uprisings, civil unrest and civil unrest.
Natural disasters. Natural disasters, calamities, large-scale failures of essential utilities, volcanic eruptions, tsunamis and other severe and abnormal weather events. This does not include weather or natural conditions that are common enough to be predicted in this location – for example, hurricanes occurring during Florida’s hurricane season.
What it doesn’t cover
Everything else. This Policy only permits cancellations relating to 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; governmental duties such as jury duty, court appearances or military duties; travel advisories or other governmental directives (which are not covered by the travel ban or prohibition); cancellation or rescheduling of an event for which a reservation has been made; and transportation disruptions unrelated to a Covered Event, such as road closures and cancellations of flights, trains, buses and ferries. If you cancel your reservation in such cases, the refunded amount will be determined in accordance with the cancellation policy for the reservation.
What to do next
If we notify you or publish information confirming that this Policy applies to your reservation, please follow the cancellation instructions we provide. When we notify you or publish information about how this Policy applies, you should be able to cancel in accordance with this Policy by going to the Travel page and cancelling 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, you should be prepared to provide documentation that shows how the Event has affected you or your booking.
If you have questions, please contact us.
Other things to keep in mind
This Policy applies to all bookings with a check-in date on or after the effective date. This Policy does not apply to Luxe reservations, which are subject to a separate Luxe Guest Refund Policy.
How long does it take to get 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 reflected in the original payment method. In some countries, such as Brazil and India, it can take up to 2 months to receive a refund.
What if I’m not sure what my cancellation policy is or the policy doesn’t appear here?
Sometimes we let hosts try out new rules that we test. Always refer to the booking details – available for cancellation policies that apply to your specific stay.