Cancellation Policy

Overview of the Policy

The Extenuating Circumstances Policy explains how cancellations are handled when unforeseen events arise that prevent or legally prohibit the completion of a reservation. This policy takes precedence over the reservation’s cancellation policy and applies to both accommodations and Experiences.

Guests who are impacted by an event covered by this policy can cancel and receive, depending on the situation, a cash refund, travel credit, or other consideration. Hosts impacted by an event covered by this policy can cancel without any adverse consequences, though their calendars may be blocked for the canceled dates.

Covered Events Under the Extenuating Circumstances Policy

The policy applies when an event occurs after booking, is unforeseen at the time of booking, and prevents or legally prohibits the completion of the reservation. The following events are covered:

• Changes to Government Travel Requirements

  • Unexpected changes to visa or passport requirements by government agencies that prevent travel.
  • Does not include lost or expired travel documents.

• Declared Emergencies and Epidemics

  • Government-declared local or national emergencies, epidemics, pandemics, and public health emergencies.
  • Excludes diseases that are common in the area (e.g., malaria in Thailand).

• Government Travel Restrictions

  • Travel bans or restrictions imposed by governments that prevent or prohibit travel to, from, or within the destination.
  • Excludes non-binding travel advisories or guidance.

• Military Actions and Other Hostilities

  • Includes war, invasions, civil war, terrorism, bombings, riots, and other forms of civil unrest.

• Natural Disasters

  • Natural disasters such as earthquakes, tsunamis, volcanic eruptions, and extreme weather events.
  • Excludes common weather patterns

What Is Not Covered

This policy does not allow cancellations for the following situations:

• Personal Emergencies

  • Unexpected illnesses, injuries, or diseases not related to the covered events.

• Government Obligations

  • Jury duty, court appearances, or military duties.

• Travel Advisories

  • Non-binding government advisories or travel warnings.

• Event Cancellations

  • Cancellations or rescheduling of events for which the reservation was made.

• Transportation Disruptions

  • Flight delays, road closures, or issues with train, bus, or ferry services unrelated to a covered event.

Steps to Take If This Policy Applies

If this policy applies to your reservation, here’s what to do:

1. Cancellation Instructions

   • We will notify you or publish information confirming this policy applies to your reservation.
   • Follow the cancellation instructions provided via your Trips page.

2. Provide Documentation

   • Be prepared to show evidence of how the event impacted your reservation. This may include documents from authorities, medical certificates, etc.

3. Contact Us

   • If we haven’t notified you but you believe this policy applies, please contact us to cancel your reservation.

   For inquiries, reach us at:
   Phone: +971 4 3200313

Refund Process and Timeline

• Immediate Refunds: We issue refunds as soon as cancellations are processed.
• Timeframe: Refunds typically take 3-5 days to appear on your original payment method but may take up to 15 days. In some countries (e.g., Brazil, India), it can take up to 2 months for the refund to reflect.

Important Notes

• This policy applies to all reservations with a check-in date on or after the effective date.
• The Luxe Guest Refund Policy applies separately to Luxe reservations and is not covered by this policy.
• If you’re unsure about your reservation’s cancellation policy, refer to the reservation details to confirm what applies to your stay.