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

We understand that life can throw unexpected curveballs your way. Whether it's a sudden illness, a family emergency, travel restrictions, or other unforeseen circumstances, cancelling a booking can be stressful. This guide will walk you through the steps you should take if you need to cancel your reservation due to an unexpected event.

Understanding Your Cancellation Options

When unexpected events occur, your options for cancellation depend on several factors, including your booking's cancellation policy, when you made the reservation, and the nature of your situation. The first step is to understand what applies to your specific booking.

Step 1: Check Your Cancellation Policy

Your cancellation policy determines what fees or penalties may apply if you cancel your booking. Review your booking confirmation email or log into your account to find the specific terms that apply to your reservation. Different cancellations policies offer varying levels of flexibility, from free cancellation to non-refundable bookings. Understanding your policy will help you know what to expect regarding refunds or penalties.

Step 2: Review 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.

Step 3: Determine If Your Situation Qualifies for Special Consideration

If you don't have travel insurance or your insurance doesn't cover your situation, certain unexpected circumstances may qualify for a free or reduced cancellation penalty. We consider the following situations as valid reasons to request special consideration from the property owner:

• The booking was made within the last 12 hours, or you have duplicate bookings for the same property
• Situations involving illness, death, or accidents
• Immediate cancellation requests following a booking due to guest error
• Existence of a travel warning related to pandemics, war, natural disasters, or other government-imposed travel restrictions
• Significant changes in personal circumstances, such as job loss or divorce

Step 4: Contact Customer Support

If you believe your situation qualifies for a refund or reduced cancellation penalty under special circumstances, reach out to our customer support team. Be prepared to explain your situation clearly and provide any relevant details about your unexpected event. Our team will review your case individually to determine what options may be available to you.

Step 5: Provide Supporting Documentation

To help us evaluate your request, please have any necessary documentation ready. This may include proof of travel disruptions, government travel warnings or restrictions, medical documentation in case of illness, death certificates, accident reports, or any other relevant information that supports your cancellation request. Providing clear documentation strengthens your case and helps us process your request more quickly.

Special Circumstances and Force Majeure

In cases involving force majeure events such as natural disasters, public health emergencies, or government-imposed travel restrictions, some platforms have special policies that may allow for a refund even outside of standard cancellation terms. These cases are reviewed individually, and you may be asked to provide supporting documentation to verify your circumstances.

Need Additional Help?

We know that cancelling a trip can be frustrating, but we're here to support you through this process. If you have any questions about your specific situation or need guidance on next steps, don't hesitate to reach out to our customer support team. We'll do our best to find a solution that works for you.