Extenuating Circumstances Policy

Unforeseen Events and Reservations

Policy Overview

Our Extenuating Circumstances Policy outlines how we handle cancellations when unexpected, uncontrollable events occur after a reservation is made, rendering it impractical or illegal to proceed with the booking. This policy is applicable to reservations for both accommodations and Experiences.

When this policy permits cancellations, it takes precedence over the reservation's regular cancellation policy. Guests impacted by events covered by this policy can cancel their reservations and, depending on the circumstances, receive a cash refund, travel credit, or other forms of consideration. Hosts affected by such events can also cancel without facing adverse consequences, though their calendars may be blocked for the dates of the canceled reservation, depending on the situation.

Covered Events

This policy utilizes the term "Event" to encompass specific scenarios that unfold post-booking, are unforeseen at the time of booking, and hinder or legally prohibit the completion of the reservation. Covered Events include:

  1. Changes in Government Travel Requirements: Unforeseen alterations to visa or passport prerequisites imposed by governmental authorities that prevent travel to the booked destination. This excludes issues related to lost or expired travel documents or other personal circumstances affecting a guest's travel authorization.
  2. Declared Emergencies and Epidemics: Governmentally declared local or national emergencies, epidemics, pandemics, and public health crises.
  3. Government Travel Restrictions: Travel restrictions imposed by governmental entities that hinder or prohibit travel to, stay at, or return from the location of the listing. This excludes non-binding travel advisories and similar government recommendations.
  4. Military Actions and Hostilities: Acts of war, hostilities, invasions, civil war, terrorism, explosions, bombings, rebellions, riots, insurrections, civil disorder, and civil unrest.
  5. Natural Disasters: Natural calamities, acts of nature, widespread utility failures, volcanic eruptions, tsunamis, and other severe and abnormal weather phenomena. This excludes weather conditions or natural events common enough to be expected in a given location, such as hurricanes during hurricane season.


This policy exclusively permits cancellations for the aforementioned covered Events. All other situations are excluded. Examples of situations not covered by this policy include unforeseen illness or injury, government obligations like jury duty, court appearances, or military duties, travel advisories or government guidance that do not constitute travel bans, reservation-related event cancellations or rescheduling, and transportation disruptions unrelated to covered Events, like road closures or cancellations of flights, trains, buses, and ferries. In such cases, any refund will be determined by the reservation's standard cancellation policy.

Rebooking and Refund Policy

We've compiled a list of frequently asked questions to clarify how this policy functions.

Dealing with Additional Travel Issues: Other Travel Issues must be reported to us within 72 hours of discovery. If we establish that a Travel Issue has disrupted the stay, we will offer a full or partial refund and, depending on the circumstances, may assist the guest in finding equivalent or superior accommodations. The refund amount is contingent on the Travel Issue's severity, its impact on the guest, the portion of the stay affected, and whether the guest vacates the accommodations. If the guest chooses to leave the accommodations due to a Travel Issue and informs us, we will provide aid in locating comparable or better accommodations for the remaining nights of the stay.

Covered Travel Issues Include:

  • Host-initiated reservation cancellations before check-in.
  • Hosts failing to grant access to the accommodations.
  • Hosts not disclosing in the Listing that they, another individual, or a pet will be present during the stay.
  • Accommodations being uninhabitable at check-in due to cleanliness or safety concerns, including the presence of pests.
  • Material inaccuracies in the Listing description, such as incorrect home type, number of rooms, location, or the absence or malfunction of described amenities.

Claims Procedure

To be eligible for rebooking assistance or a refund, the guest who made the reservation must submit a claim by contacting us. Claims must be made within 72 hours of discovering the Travel Issue and should be supported by relevant evidence, such as photographs or confirmation from the Host regarding the conditions. We will determine whether a Travel Issue has occurred based on the available evidence.

Impacts on Hosts

When a Host cancels a stay or another Travel Issue disrupts a stay, the Host will either receive no payout or have their payout reduced by the refund amount provided to the guest. In most cases, we will make an effort to verify the guest's claim with their Host. Hosts also have the option to dispute a Travel Issue by reaching out to us.

Additional Considerations

This policy is applicable to all reservations made on or after the Effective Date, and it takes precedence over the reservation's standard cancellation policy when applicable. Before submitting a claim, guests are encouraged to notify the Host and attempt to resolve the Travel Issue directly. We may adjust any rebooking assistance or refund under this Policy to account for any relief directly provided by the Host. As part of rebooking assistance, we may, at our discretion, cover or contribute to the cost of new accommodations. Guests may also have the option to apply the value of a canceled reservation to new accommodations or receive travel credit instead of a cash refund.

In cases where guests demonstrate that timely reporting of a Travel Issue was not feasible, we may permit late reporting under this Policy. Travel Issues caused by the guest, their co-travelers, invitees, or pets are not covered by this Policy. Submitting a fraudulent claim constitutes a breach of our Terms of Use and may result in account termination.

Our decisions under this Policy are binding but do not affect any other contractual or legal rights that may be available to guests or Hosts. Guests and Hosts retain the right to initiate legal action unaffected by this Policy. This Policy is not insurance, and no premium has been paid by guests or Hosts. All rights and responsibilities outlined in this Policy pertain solely to the booking guest and Host and may not be transferred or assigned. Any modifications to this Policy will be made in accordance with our Terms of Use.