Last updated on September 6, 2021
Special Covid-19 refund policy
We will refund you in full (unless explicitly stated otherwise at the time of booking) if you’ve made a booking with us but find yourself affected by one of the following:
It’s illegal for you to travel to your booked accommodation from your location
It’s illegal for you to stay in your booked accommodation
If you are not in one of the groups above, our usual terms & conditions and cancellation policies apply. See your booking confirmation email to check what your cancellation policy is. Read the full details
Good news for you
We now calculate our refunds on the total booking value. This means that when you are entitled to a full refund, we will also refund you our service fee in full, and when you get a 50% refund, we also refund you 50% of our service fee.
Relaxed or Premium Relaxed
• Guests receive a full refund of the total booking value for cancellations made at least 24 hours before the local check-in date and time which is specified in the booking confirmation email.
• No refund for cancellation requested within 24 hours of local check-in date and time.
Reasonable or Premium Reasonable
• Guests receive a full refund of the total booking value for cancellations made at least 5 days before the local check-in date and time which is specified in the booking confirmation email.
• No refund for cancellation requested within 5 days of local check-in date and time.
Moderate
• Guests receive a full refund of the total booking value for cancellations made at least 30 days before the local check-in date and time which is specified in the booking confirmation email.
• Guests receive a 50% refund of the total booking value for cancellations made at least 7 days before the local check-in date and time which is specified in the booking confirmation email.
• No refund for cancellation requested within 7 days of local check-in date and time.
Firm
• Guests receive a 50% refund of the total booking value for cancellations made at least 7 days before the local check-in date and time which is specified in the booking confirmation email.
• No refund for cancellation requested within 7 days of local check-in date and time.
SuperFirm
• Guests receive a 50% refund of the total booking value for cancellations made at least 14 days before the local check-in date and time which is specified in the booking confirmation email.
• No refund for cancellation requested within 14 days of local check-in date and time.
SuperFirm30
• Guests receive a 50% refund of the total booking value for cancellations made at least 30 days before the local check-in date and time which is specified in the booking confirmation email.
• No refund for cancellation requested within 30 days of local check-in date and time.
SuperFirm60
• Guests receive a 50% refund of the total booking value for cancellations made at least 60 days before the local check-in date and time which is specified in the booking confirmation email.
• No refund for cancellation requested within 60 days of local check-in date and time.
Frequently asked questions
How do I cancel my booking?
First, please make sure you have read and understood the cancellation policy that applies to your booking. Our policies' terms vary and may offer full, partial or no refund depending on how close your check-in date and time are.
If you’d like to cancel a booking please complete this form and we'll endeavour to get back to you within 24 hours. Note that until you have received confirmation from us, your booking has not been cancelled.
How long does it take to get a refund?
If you are due to be processed a refund according to your cancellation policy, it should be with you within the next 5 to 7 days and is dependent on your bank’s processing times.
Can I change the dates of an existing booking?
Depending on the home availability, you might be able to change your booking dates. If you’d like to change your booking dates please complete this form. Please note that if your desired dates are not available, or the host is unable to accommodate a date change, your original booking dates will remain.
Additional support
If you have any additional questions please contact our Customer Care team via this form and they will be happy to help.