A booking issue is a situation that seriously affects your booking. These are the scenarios covered:
- The host cancels your booking before it starts.
- The host cannot provide helmets and/or legal paperwork for a rental.
- The rental vehicle, bicycle, etc is not roadworthy or safe to operate.
- The activity is cancelled at the host discretion due to a safety concern.
- The host fails to provide access to the accommodation.
- The accommodation is not habitable at check-in, including:
- Not reasonably clean or sanitary
- Contains safety or health hazards
- The property is significantly different from the listing, such as:
- Wrong space type (e.g., entire place vs. private/shared room)
- Incorrect number or type of rooms (e.g., bathrooms, bedrooms, kitchen)
- Inaccurate location
- Host or other guests present without prior disclosure
- Missing or broken amenities that were advertised (e.g., generator, pool, A/C, major appliances)
How This Affects Hosts
We will typically try to verify the issue with the Host. If a booking issue is confirmed:
- The host will not receive a payout, or their payout will be reduced by the refund amount.
- Hosts may dispute the report by contacting our support team.
Disruptions from large-scale events
If your booking is affected by an unforeseen large-scale event in the Philippines (e.g., natural disaster, domestic government restrictions), you may be eligible for a refund. Please contact us as soon as possible if such an event prevents your trip from going ahead.
Important Notes for Guests & Hosts
- Power or water related issues caused by the local electrical cooperative (or otherwise) are not covered under our refund policy. Please bear with your hosts during these times.
- This policy applies to the fullest extent permitted by law and overrides any cancellation policy when applicable.
- Guests must first try to resolve the issue directly with the host before requesting support.
- Any refunds may be adjusted if the host has already compensated the guest.
- If timely reporting isn’t possible, we may still review late-submitted claims.
- Issues caused by the guest, their group, invitees, or pets are not covered.
- Fraudulent claims are strictly prohibited and may result in account suspension or termination.
- This policy is not insurance, and no premiums are paid by guests or hosts.
- Rights under this policy are non-transferable and apply only to the booking guest and host.
- Our decisions are final. We act as a marketplace for hosts and guests to connect and we will do our best to remedy any issues.