Cancellation Policy

What if a guest needs to cancel due to an emergency?
We may be able to issue a refund if a guest needs to cancel due to an emergency.

Overview
This Extenuating Circumstances Policy explains how cancellations are handled when an unforeseen event beyond your control arises after booking and makes it impractical or illegal to complete your reservation. This Policy applies to reservations for accommodations and Experiences.

When this Policy allows cancellations, it controls and takes precedence over the reservation 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 consideration. Hosts affected by an event covered by this Policy may cancel without adverse consequences, but, depending on the circumstances, their calendar 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 booking, were unforeseen at the time of booking, and prevent or legally prohibit completion of a reservation.

Changes in government travel requirements. Unforeseen changes in 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 relating to the guest’s authorization to travel.

Declared emergencies and epidemics. Local or national emergencies, epidemics, pandemics, and public health emergencies declared by a government. 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 at, or return from the Advertised location. This does not include non-binding travel advisories and similar government guidance.

Military and other hostile acts. Acts of war, hostilities, invasion, civil war, terrorism, explosions, bombings, rebellions, insurrections, insurrections, civil unrest, and civil unrest.

Natural disasters. Natural disasters, natural disasters, large-scale power outages, volcanic eruptions, tsunamis, and other severe and abnormal weather events. This does not include weather or natural conditions that are common enough to be expected in the location.

What’s not covered
Everything else. This Policy only allows cancellations for the Events described above. Everything else is excluded. Examples of situations for which this Policy does not allow cancellations include: unexpected illness, injury, or disease; government obligations such as jury duty, court appearances, or military service; travel advisories or other government guidance (excluding travel bans or restrictions); cancellation or rescheduling of booked events; and transportation disruptions unrelated to covered Events such as road closures, and cancellations of flights, trains, buses, and ferries. If you cancel a reservation in these cases, the amount refunded will be determined by the cancellation policy applicable to that 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 notify you or publish information about how this Policy applies, you will have the option to cancel 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 must 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 note
This policy applies to all reservations with a check-in date on or after the effective date.