Cancellation Policy
What if a guest needs to cancel because of an emergency?
We may issue a refund if a guest has to cancel due to an emergency. Each case is evaluated based on the circumstances and documentation provided.
Overview
This Extenuating Circumstances Policy explains how cancellations are handled when unforeseen events beyond your control arise after booking and make it impracticable or illegal to complete your reservation. This Policy applies to all reservations for accommodations.
When this Policy applies, it takes precedence over the standard reservation cancellation policy. Guests impacted by a covered event may cancel their reservation and, depending on the situation, receive a cash refund, travel credit, or other consideration. Hosts affected by a covered event can cancel without penalty, though their calendars may be blocked for the cancelled dates.
What events are covered
“Event” refers to the following unforeseen situations occurring after booking that prevent or legally prohibit completion of the reservation:
- Changes to government travel requirements: Unexpected changes to visa or passport requirements imposed by governmental agencies that prevent travel. Lost or expired travel documents are not covered.
- Declared emergencies and epidemics: Government-declared local or national emergencies, epidemics, pandemics, and public health emergencies. Endemic diseases or common health risks at a destination are not covered.
- Government travel restrictions: Travel bans or restrictions imposed by a governmental authority that prevent traveling to, staying at, or returning from the property location. Non-binding advisories are excluded.
- Military actions and hostilities: Acts of war, invasions, terrorism, civil unrest, riots, or other hostilities.
- Natural disasters: Severe events such as earthquakes, tsunamis, volcanic eruptions, large-scale utility outages, or abnormal weather events. Common seasonal weather conditions are not covered.
What is not covered
This Policy only covers the Events described above. Situations not covered include illness, injury, personal obligations, standard travel disruptions, or rescheduled/cancelled events unrelated to a covered Event. In these cases, the standard reservation cancellation policy applies.
What to do next
If we notify you or publish information confirming that this Policy applies to your reservation, follow the provided cancellation instructions. You should have the option to cancel under this Policy via your Trips page. If you believe this Policy applies but we have not published information about the Event, please contact us directly. Documentation may be required to show how the Event impacted your reservation.
Other things to be aware of
This Policy applies to all reservations with check-in dates on or after the effective date. Separate policies may apply to specific premium or luxury bookings, which are subject to their own refund rules.
How long does it take to get a refund?
Refunds are processed immediately upon cancellation and usually appear within 3–5 days. In some cases, it may take up to 15 days to reflect on the original payment method, or longer in certain countries (e.g., up to 2 months in Brazil or India).
What if I’m not sure about my reservation’s cancellation policy?
Always refer to your specific reservation details for the applicable cancellation policy. Some bookings may follow trial or experimental policies offered by hosts.