Cancellation & Refund Policy
Cancellation Policy:
What if a guest needs to cancel because of an emergency?
We may be able to issue a refund if a guest has to cancel because of an emergency.
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 reservations for both accommodations and Experiences.
When this Policy allows for cancellation, it controls and takes precedence over the reservation’s cancellation policy. Guests that are impacted by an event covered by this Policy can cancel their reservation and receive, depending on the circumstances, a cash refund, travel credit, and/or other consideration. Hosts that are impacted by an event covered by this Policy can cancel without adverse 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 booking, are unforeseen at the time of booking, and prevent or legally prohibit completion of the reservation.
Changes to government travel requirements. Unexpected changes to visa or passport requirements imposed by a governmental agency that prevent travel to the destination. This doesn’t include lost or expired travel documents or other personal circumstances relating to a guest’s authorization to travel.
Declared emergencies and epidemics. Government 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.
Government travel restrictions. Travel restrictions imposed by a governmental agency that prevent or prohibit traveling 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 that this Policy does not allow cancellations for include: unexpected disease, illness, or injury; government obligations like jury duty, court appearances or military duties; travel advisories or other government guidance (that fall short of 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 like road closures, as well as flight, train, bus and ferry cancellations. If you cancel a reservation in these cases, the amount refunded 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 that we provide. When we have notified you or published information about how this Policy applies, you should have the option to cancel under this Policy by going to your Trips page and canceling the impacted 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 impacted you or your reservation.
If you have questions, please contact us.
Other things to be aware of
This Policy applies to all reservations with a check-in date on or after the effective date. This Policy doesn’t 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 upon cancellation and they usually show up within 3-5 days, but sometimes it takes as long as 15 days before they reflect on the 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 doesn’t appear here?
We occasionally let hosts try new policies that we’re testing. Always refer to your reservation details—accessible for the cancellation policy that applies to your particular stay.
Refund Policy:
What’s refunded when you cancel a reservation
You were all set to travel and now something’s come up. Find out what can be refunded – it all depends on your Host’s cancellation policy and when you cancel the reservation.
To quickly discover what your refund amount would be if you cancel your reservation, it will be visible in your my booking dashboard.
Nightly rate refunds if you cancel before check-in
Refunds for your nightly rate are subject to your Host’s cancellation policy. Depending on the length of your stay, how soon your reservation starts and the cancellation policy that applies to your reservation, you may get a full refund, a partial refund or no refund if you cancel before check-in..
Nightly rate refunds if you cancel after check-in
Refunds for your nightly rate are subject to your Host’s cancellation policy. Depending on the length of your stay, the nights you’ve stayed and the cancellation policy that applies to your reservation, you may get a partial refund or no refund if you cancel after check-in.
Note: If you’re cancelling because you experienced an issue during your stay, you may be eligible for a refund, regardless of your Host’s cancellation policy.
Cleaning fee refunds
The cleaning fee is always refunded if you cancel before check-in.
feriejo service fee refunds
Service fees are refunded if you cancel during the free cancellation period for your reservation.
Payment plan refunds
If you’ve only paid for part of your stay up front, your refund amount may be less than you expect and will never exceed what you paid..
Coupon refunds
Coupons are non-refundable. If you cancel a reservation in which you used a coupon to pay, the coupon can’t be used again..
Booking credit refunds
Refunds for booking credit are subject to your Host’s cancellation policy. Depending on when you cancel and the cancellation policy that applies to your reservation, you may get a refund of the booking credit that will be made available on your feriejo account to use later.
On-site property fee refunds
If a hotel or other professional Host collects property fees on-site, any refund of those fees is at the discretion of the Host.
Host-approved refunds for any reason
If you and your Host come to an agreement that you’ll receive a refund of any amount, you can find out how to request a refund in the Resolution Centre.
When you may be entitled to a refund outside of your Host’s cancellation policy
You may be entitled to a full refund or one larger than the standard refund of your Host’s cancellation policy if:
- You have to cancel because of a major disruptive event
- You have to cancel because of a qualifying reason covered by the feriejo Rebooking and Refund Policy
- During your stay, you’re experiencing an issue covered by the feriejo Rebooking and Refund Policy
