Cancellation Policy

What happens if a guest needs to cancel due to an emergency?

We may be able to offer a refund if a guest has to cancel because of an emergency situation.

Overview

This extenuating circumstances policy explains how cancellations are handled when unforeseen events beyond your control arise after booking and make it impossible or unlawful to complete your stay. It applies to accommodation bookings.

When this policy allows cancellation, it overrides the booking’s cancellation terms. Guests affected by a covered event may cancel and receive, depending on the circumstances, a cash refund, travel credit and/or other consideration.

What events are covered?

This policy uses the term “event” to mean the following situations that arise after booking, are unforeseen at the time of booking, and prevent or legally prohibit completing the stay:

• Government-imposed travel changes. Unexpected changes to visa or passport requirements imposed by a government body that prevent travel to the destination. This does not include lost or expired travel documents.
• Declared emergencies and epidemics. Local or national emergencies, epidemics, pandemics and public-health emergencies declared by a government. This does not include diseases endemic to or commonly associated with an area.
• Government travel restrictions. Travel restrictions imposed by a government agency that prevent or prohibit travelling to, staying at, or returning from the location.
• Military 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, large-scale outages of essential utilities, volcanic eruptions, tsunamis and other severe and abnormal weather events. This does not include weather or natural conditions common enough to be foreseeable in that location.

What is not covered

Everything else. This policy does not cover events that are not listed above, even if they are unexpected — for example, illness that is not part of a declared public-health emergency, personal obligations, or a change of plans. In those cases, the booking’s standard cancellation terms apply.

How to request

If you are affected by a covered event, please contact us as soon as possible with the details of your situation. We will review each request individually and get back to you quickly.