Cancellation policies for your listing
Sometimes, things come up and guests have to cancel. To keep things running smoothly, you can choose a cancellation policy for each of your listings. When you’re ready to do that, here’s how.
“Full refund” refers to your nightly rate only. Refunds on Resortifi guest fees depend on several factors. Also, you won’t be paid the cleaning fee if the guest cancels before check-in.
Flexible
Guests can cancel until 24 hours before check-in for a full refund, and you won’t be paid
If they cancel after that, you’ll be paid for each night they stay, plus 1 additional night
Moderate
Guests can cancel until 5 days before check-in for a full refund, and you won’t be paid
If they cancel after that, you’ll be paid for each night they stay, plus 1 additional night, plus 50% for all unspent nights
Firm
To receive a full refund, guests must cancel at least 30 days before check-in
If they cancel between 7 and 30 days before check-in, you’ll be paid 50% for all nights
If they cancel less than 7 days before check-in, you’ll be paid 100% for all nights
Guests can also receive a full refund if they cancel within 48 hours of booking, if the cancellation occurs at least 14 days before check-in
Strict
To receive a full refund, guests must cancel within 48 hours of booking, and the cancellation must occur at least 14 days before check-in
If they cancel between 7 and 14 days before check-in, you’ll be paid 50% for all nights
If they cancel after that, you’ll be paid 100% for all nights
Flexible Long term
If you choose this policy, it will apply to all stays of 28 days or longer and overrides your standard cancellation policy for those stays.
To receive a full refund, guests must cancel at least 30 days before check-in
If a guest cancels after that, you’ll be paid 100% for all nights spent, plus 30 additional nights
If fewer than 30 days remain on the reservation when the guest cancels, you’ll be paid 100% for all of those remaining nights
Non-refundable option
Some Hosts earn more money by adding a non-refundable option to their listings.
Super Strict 30 days
This policy is invitation-only and available only to certain Hosts under special circumstances.
Guests must cancel at least 30 days before check-in to receive a 50% refund for all nights
If they cancel after that, you’ll be paid 100% for all nights
Super Strict 60 days
This policy is invitation-only for certain Hosts under special circumstances.
-Guests must cancel at least 60 days before check-in to receive a 50% refund for all nights
-If they cancel after that, you’ll be paid 100% for all nights
Special cases
Italy, South Korea, China, and Germany: Different policies apply for all stays in Italy, and for South Korean guests staying at places with Strict cancellation policies. The flexible long term policy is not available for stays in China. Additionally, if you are a Host in Germany, please make sure that your selected cancellation policy complies with the local requirements. Learn more about cancellations in Germany.
Luxe stays: A separate set of policies applies to these types of stays.
Exceptions: There are some cases where your cancellation policy may be overridden.
Testing: We sometimes test new cancellation policies. If you can’t find your cancellation policy described in this article, please refer to the reservation details for the booking.
Canceling a trip due to extenuating circumstances
Not to worry. If you need to cancel your reservation because of an emergency or unavoidable circumstance, we can help:
Read our Extenuating Circumstances Policy to check if you’re covered
Make sure you have any required documentation available
Cancel your stay or Resortifi Experience by selecting I have an extenuating circumstance
Contact us to file a claim, and we’ll walk you through the next steps, which will include submitting any required documentation and waiting for our team to review your case
Important: Claims must be submitted within 14 days of cancellation.
Refunds and cancellation
1. What is meant by “Full refund”?
Full refund refers to your hourly rate only. Refunds on guest fees depend on several factors. In addition, you will not be paid the cleaning fee if the guest cancels before check-in.
2. What to consider while making the Cancellation Policy?
Sometimes, things come up and guests have to cancel. To keep things running smoothly, you can choose a cancellation policy for each of your listings. When you are ready to do that, here is how.
Please note below are only the examples and can vary as per your own choice. Here we are sharing some standards that most of our listed owners have adopted.
Flexible
Guests can cancel until 48 hours before check-in for a full refund, and you will not be paid.
Moderate
Guests can cancel until 3 days before check-in for a full refund, and you will not be paid.
Firm
To receive a full refund, guests must cancel at least 5 days before check-in. If they cancel between 6 and 8 days before check-in, you will be paid 50%.
3. What is meant by Non-refundable?
As a host, you can add a non-refundable option to your listings. It means you do not want to have a cancellation policy or cannot make a refund if the booking is canceled.
Some hosts also do a part of the payment as non-refundable in any case of cancellation.
You can adapt your policy as per the nature of the cancellation case.
4. How can the platform help me if my guest cancels the booking?
If a guest needs to cancel their booking, we’re here to help you with a quick rebound.
When a guest cancels:
We’ll notify you immediately
We’ll unblock the booking dates
We’ll coordinate payouts and refunds
Cancellation payouts
If you are owed a payout, you'll receive it 24 hours after your guest's scheduled check-in time.
If this is your first time hosting, we may hold the payout until 30 days after the booking was confirmed.
Guest refunds
Guests who cancel will receive an automatic refund if your cancellation policy permits it. Even if it does not, they may qualify for a refund under our Rebooking and Refund Policy, or if there’s an extenuating circumstance.
Cancellations after check-in
If a guest cancels after they have already checked in, they must vacate your listing immediately, and the terms of your cancellation policy will still apply.
5. Is it mandatory to make a refund in case my guest complains?
Our Rebooking and Refund Policy and basic requirements for hosts help protect guests from things like last-minute host cancellations, lock-outs, and listings that are misrepresented, unsanitary, or lacking in promised amenities or other items. If you do not meet one or more of these basic requirements, we may require you to refund a guest.
6. What is meant by “enforce” or “waive” cancellation policy?
If your guest changes a long-term booking with less than 10-days’ notice, you have the option to either enforce or waive your cancellation policy.
If you enforce your cancellation policy:
- Your guest is charged for the remaining days of the original up to 3 days from the date of the alteration request
- Your cancellation policy is immediately reinstated after the alteration is accepted
- Your calendar will be updated with the new dates
If you waive your cancellation policy:
- Your guest is only charged for the actual days he used the property
- Your cancellation policy is only waived temporarily to allow for the alteration, but it’s not waived for the entire booking
- Your cancellation policy is immediately reinstated after the alteration is accepted
- Your calendar will be updated with the new dates
7. How can I make a refund to my guest?
It can happen to the best of Hosts: The water supply is interrupted, or the pool is not disinfected properly. If something gets in the way of your guest's good time, you can send them a full or partial refund before, during, or after their stay. We will notify them right away, and process the refund within 48 hours.
Once you send the money, the transaction is considered final.
- Refunds before check-in
To refund a guest before their check-in date:
- Go to Booking Center and click Send money
- Select a guest to send money and click Next
- Under Select, a reason, choose the reason that best describes your refund situation
- Click Next
- Enter the refund amount, and add a message to your guest
- Click Next and then Send
8. What is Extenuating Circumstances Policy?
The Extenuating Circumstances Policy explains how cancellations are handled when unforeseen events beyond your control arise after booking and make it impracticable or illegal to complete your booking. This Policy applies to the booking of both pools and backyards.
When this Policy allows for cancellation, it controls and takes precedence over the booking’s cancellation policy. Guests that are impacted by an event covered by this Policy can cancel their booking and receive, depending on the circumstances, a cash refund, stay credit, and/or other consideration. Hosts that are impacted by an event covered by this Policy can cancel without adverse consequences, but, depending on the circumstances, their calendars may be blocked for the dates of the canceled booking.
What events are covered?
This Policy uses the term “Event” to refer to the following situations that occur after booking, are unforeseen at the time of booking, and prevent or legally prohibit completion of the booking.
Changes to government requirements. Unexpected changes or requirements imposed by a governmental agency prevent social gatherings. Declared emergencies and epidemics. The government declared local or national emergencies, epidemics, pandemics, and public health emergencies. This does not include diseases that are endemic or commonly associated with an area.
Government travel restrictions. Travel restrictions imposed by a governmental agency that prevent or prohibit traveling to, staying at, or returning from the Listing location.
Military actions and other hostilities. Acts of war, hostilities, invasions, civil war, terrorism, explosions, bombings, rebellions, riots, insurrection, civil disorder, and civil unrest.
Natural disasters. Natural disasters, acts of God, large-scale outages of essential utilities, volcanic eruptions, tsunamis, and other severe and abnormal weather events. This does not include weather or natural conditions that are common enough to be foreseeable in that location.
What is not covered?
Everything else. This Policy only allows for cancellations for the Events described above. Everything else is excluded. Examples of situations that this Policy does not allow cancellations for include: unexpected disease, illness, or injury; government obligations like jury duty, court appearances, or military duties; travel advisories or other government guidance; cancellation or rescheduling of an event for which the booking was made; and transportation disruptions unrelated to a covered Event like road closures, as well as flight, train, bus and ferry cancellations. If you cancel a booking in these cases, the amount refunded will be determined by the cancellation policy that applies to the booking.
9. Why Can’t I see my reviews given?
When someone browses your listing, reviews are ordered based on several factors that are relevant or helpful for guests, including things like:
- How recent is the review is
- The language of the review
- The country where the reviewer lives
- The length of the review
For example, if a French traveler browses your listing, recent reviews written in French or by French guests will be shown first. This helps guests read reviews that are relevant to them so they can decide if your listing is a good fit.
However, even though a newer review might not show at the top of your listing page, all the reviews are still available for potential guests.
10. What is the cancellation and refund policy for the Resortifi platform?
All bookings on Resortifi are cancellable, refundable, 24-48 hours before your booking date, or according to the Property policy as shown on listings and booking pages - please respect these policies as our hosts block available spots for you, they make special efforts to offer this new property, so please plan accordingly.
On one to one basis and for specific reasons, we could consider a discretionary refund or cancellation claim - usually, it is more of a re-scheduled booking, ultimately the Host or the Property would decide.
11. Can the rescheduling be made on the same pricing?
If your booking can be rescheduled, it is subject to the availability and current pricing of that property.
12. Does the rent remain the same for the property?
The host can change the price of their property from time to time, depending upon the season and frequency of bookings.