Cancellation Policy
What if a guest needs to cancel due to an emergency?
We may be able to issue a refund if a guest has to cancel due to an emergency.
Overview
This Extenuating Circumstances Policy explains how cancellations are handled when unforeseen events beyond your control occur after booking and make it impractical or illegal to complete your reservation. This Policy applies to reservations for both accommodations and Experiences.
When this Policy allows for cancellation, it supersedes the reservation’s cancellation policy. Guests affected by an event covered by this Policy may cancel their reservation and receive, depending on the circumstances, a cash refund, travel credit, and/or other compensation. Hosts affected by an event covered by this Policy may cancel without penalty, but, depending on the circumstances, their calendars may be blocked for the dates of the canceled reservation.
What events are covered un
? This Policy uses the term “Event” to refer to the following situations that occur after booking, are unforeseeable at the time of booking, and prevent or legally prohibit the fulfillment of the reservation.
Changes to government travel requirements. Unexpected changes to visa or passport requirements imposed by a government agency that prevent travel to the destination. This does not include lost or expired travel documents or other personal circumstances affecting a guest’s ability to travel.
Declared 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 found in a particular 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, staying at, or returning from the listing location. This does not include non-binding travel advisories and similar government guidance.
Military actions and other hostilities. Acts of war, hostilities, invasions, civil war, terrorism, explosions, bombings, rebellions, riots, insurrection, civil disorder, and civil unrest.
Natural disasters. Natural disasters, acts of God, large-scale outages 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 foreseeable in that location—for example, hurricanes occurring during hurricane season in Florida.
What is not covered
: Everything else. This Policy only allows for cancellations for the Events described above. Everything else is excluded. Examples of situations for which this Policy does not allow cancellations include: unexpected illness or injury; government obligations such as jury duty, court appearances, or military duties; travel advisories or other government guidance (that do not amount to a travel ban or prohibition); cancellation or rescheduling of an event for which the reservation was made; and transportation disruptions unrelated to a covered Event, such as road closures, as well as flight, train, bus, and ferry cancellations. If you cancel a reservation in these cases, the refund amount will be determined by the cancellation policy that applies to 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. Once we have notified you or published information about how this Policy applies, you should be able to cancel your reservation under this Policy by going to your Trips 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, you should be prepared to provide documentation showing how the Event has affected you or your reservation.
If you have any questions, please contact us.
Other things 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 reservations, which are subject to a separate Luxe Guest Refund Policy.
How long does it take to get a refund?
We process refunds immediately upon cancellation, and they usually appear within 3–5 days; however, it can sometimes take up to 15 days for the refund to appear on your original payment method. In some countries, such as Brazil and India, it can take up to 2 months for the refund to arrive.
What if I’m not sure what my reservation’s cancellation policy is, or the policy isn’t listed here?
We occasionally allow hosts to try out new policies that we’re testing. Always check your reservation details for the cancellation policy that applies to your specific stay.