What to do If I Need to Cancel Due to an Unexpected Event?

Unexpected events can happen to anyone, and we understand that sometimes you may need to cancel your booking due to unforeseen circumstances. Whether it's a health emergency, family crisis, or travel disruption, this guide will help you understand your options and navigate the cancellation process.

Understand Your Cancellation Policy

The first step when facing an unexpected cancellation is to review your specific cancellation policy. You can find this information in your booking confirmation email or by logging into your account on the platform. Your cancellation policy outlines what refund you would normally receive based on when you cancel. Different bookings may have different policies, so it's important to know exactly what applies to your reservation before taking any action.

Check Your Travel Insurance

Before requesting a refund or reduced cancellation penalty, review your travel or cancellation insurance policy. If your unexpected event qualifies under your insurance coverage, your insurance may cover the full cancellation costs or a significant portion of them.

Do You Qualify for Special Circumstances?

If you don't have travel insurance, certain unexpected events may qualify you for a free or reduced cancellation penalty. These situations include emergencies that are beyond your control and significantly impact your ability to travel.

Your cancellation request may be approved if your situation involves:

• A recent booking made within the last 12 hours, or duplicate bookings for the same property
• Serious health issues, death in the family, or accidents
• An immediate cancellation request following a booking due to guest error
• An active travel warning issued by your government related to pandemics, war, natural disasters, or other emergencies
• Major changes in your personal circumstances, such as unexpected job loss or significant life events

Contact Support and Provide Documentation

Once you've reviewed your policy and insurance options, contact the platform's customer support team to discuss your situation. Be prepared to explain what unexpected event has occurred and why you need to cancel your booking.

To strengthen your request, gather and provide any relevant documentation that supports your case. This may include medical certificates for health-related cancellations, death certificates or funeral notices for family emergencies, government travel warnings or advisories, airline cancellation notices, or any other official documentation that proves your circumstance qualifies as an unexpected event.

What Happens Next?

Special circumstance cancellations are reviewed on a case-by-case basis. The support team will evaluate your situation and the documentation you provide to determine whether your case qualifies for an exception to the standard cancellation policy. This process typically takes a few business days, and you'll be notified of the decision via email.

We recognize that cancelling a trip is stressful, especially when unexpected events force your hand. Our team is committed to working with you fairly and finding the best possible solution. If you have questions about your specific situation or need clarification about the process, don't hesitate to reach out to the customer support team for immediate assistance.