Effective Date: May 15, 2024
What happens if the owner cancels before check-in?
If the owner cancels the booking before check-in, the customer automatically receives a full refund. If an owner cancels a booking 30 days prior to check-in, we will also help the customer find a similar place, subject to availability at similar pricing.
What happens if another Booking Issue disrupts a stay?
Customers must report Booking Issues within 72 hours of discovery. If we determine that a Booking Issue has disrupted a customer's stay, we will provide the customer with a full or partial refund or help the customer find a similar place at similar pricing, subject to availability. The amount rebooked or refunded depends on a variety of factors, including the severity of the Booking Issue, the impact on the customer, the portion of the stay affected, whether the customer has vacated their accommodation, other mitigating factors and the strength of the evidence provided by the Booking Issue.
Rezervasyon Sorunu kapsamında olanlar
The term “Reservation Problem” refers to the following situations:
The owner cancels the reservation before check-in.
The owner is unable to provide their customers with access to their accommodation.
Stays are not habitable at the time of check-in for any of the following reasons, including but not limited to:
Reasonably clean and unhygienic.
Accommodations differ materially from those advertised, including but not limited to any of the following reasons:
Wrong type of space (e.g., entire place, private room or shared room).
Wrong type or number of rooms (e.g. bedrooms, bathrooms and kitchens).
Wrong location of accommodations.
The registration does not disclose that the owner, another person or a pet will be present during the stay.
The special facility or feature advertised in the registration is not available or does not work (e.g. pool, jacuzzi, large appliance, heating and air conditioning systems, etc.).
To request rebooking assistance or a refund, the booking customer must contact us or the property owner within 72 hours of discovering the Booking Issue. Requests must be supported by relevant evidence, such as photos, videos or confirmation of conditions by the property owner, which we will use to help determine whether a Booking Issue has occurred.
How does this Policy affect Property Owners?
If a property owner cancels a booking or another Booking Issue disrupts a customer's stay, the property owner will not receive payment or will reduce their payment by the amount refunded to their customer.
In most cases, we will try to confirm a customer's concerns with the property owner. property owners can also dispute a customer's Booking Issue claim by contacting us.
Other things to be aware of
This Policy applies to all bookings made on or after May 15, 2024 and applies to the maximum extent permitted by law, which may mean warranties that cannot be excluded. This Policy controls and overrides the reservation's cancellation policy when it applies. Before sending us a request, whenever possible, the customer should inform the property owner and attempt to resolve the Booking Issue directly with the property owner. In connection with resolving the issue, customers can request a refund directly from the property owners using the Solution Center. We may reduce the amount of the refund or adjust the rebooking assistance to reflect any refund or other assistance provided directly by a property owner under this Policy. As part of offering rebooking assistance, we do not have to pay for or contribute to the cost of new accommodations. We may also offer customers the option to apply the value of a canceled booking to new accommodations or receive travel credit instead of a cash refund.
We may allow late notification of a Booking Issue under this Policy if a Customer demonstrates that timely notification of a Booking Issue is not possible. Booking Issues caused by the Customer, their travel companions or invitees, or their pets are not covered by this Policy. Sending a fraudulent request violates our Terms of Service and may result in account termination.
Our decisions under this Policy are binding, but do not affect any other contractual or legal rights that may exist. The right of customers or property owners to take legal action is not affected. This Policy is not insurance and no premium has been paid by any customer or facility owner. All rights and obligations under this Policy are personal to the customers making the booking and the property owner of the booking and are not transferable or assignable. Any changes to this Policy will be made in accordance with our Terms of Service. This Policy applies to stays.
