Extenuating Circumstances Policy and the coronavirus (COVID-19)
Updated May 31, 2022
On March 11, 2020, the World Health Organization (WHO) declared the outbreak of coronavirus, known as COVID-19, to be a global pandemic. Since then, the outbreak evolved rapidly with governments around the world taking swift action to slow the spread of COVID-19.
In response, we have provided the following coverage for COVID-19 under our extenuating circumstances policy to help protect our community and provide peace of mind.
Summary
Reservations for stays and Resortifi Experiences made on or before March 14, 2020, with a check-in date within the next 45 days from today, are covered by the policy and may be canceled before check-in. Guests who cancel will have cancellation and refund options, and Hosts can cancel without charge or impact to their Superhost status if they can provide valid proof that they qualify. Resortifi will either refund, or issue credit that includes, all service fees for covered cancellations. In order to cancel under the policy, you will be required to attest to the facts of and/or provide supporting documentation for your circumstance.
The Host’s cancellation policy will apply as usual to reservations made after March 14, 2020 and before May 31, 2022, except where a guest or Host is sick with COVID-19.
For reservations made on or after May 31, 2022, the Host’s cancellation policy will apply. COVID-19 related circumstances will not be covered, except for domestic reservations in South Korea where a guest or Host is sick with COVID-19.
Cancellations will be handled according to the extenuating circumstances coverage in effect at the time of submission, and reservations that were already canceled will not be reconsidered.
If a reservation has already begun (the check-in has passed) this extenuating circumstance does not apply.
Different policies apply for domestic reservations in mainland China and for Luxe reservations.
What reservations are covered
Reservations made on or before March 14, 2020
Reservations for stays and Resortifi Experiences made on or before March 14, 2020, with a check-in date within the next 45 days from today, may be canceled before check-in. This means that guests who cancel under the policy will receive a full cash refund or travel credit in the amount they paid (where travel credit is available), Hosts can cancel under the policy without charge or impact to their Superhost status, and Resortifi will either refund, or issue travel credit in an amount that includes, all service fees.
Reservations for stays and Resortifi Experiences made on or before March 14, 2020, with a check-in date more than 45 days from today, are not currently covered for COVID-19 related circumstances. The Host’s cancellation policy will apply as usual.
If a reservation has already begun (the check-in has passed) this extenuating circumstance does not apply.
Reservations made after March 14, 2020 and before May 31, 2022
For reservations for stays and Resortifi Experiences made after March 14, 2020 and before May 31, 2022, the Host's cancellation policy will apply as usual and COVID-19 related circumstances will not be covered under our extenuating circumstances policy, except where the guest or Host is currently sick with COVID-19. COVID-19 related circumstances not covered include: transportation disruptions and cancellations; travel advisories and restrictions; health advisories and quarantines; changes to applicable law; and other government mandates—like evacuation orders, border closures, prohibitions on short-term rentals, and shelter-in-place requirements.
Reservations made on or after May 31, 2022
For stays and Resortifi Experiences made on or after May 31, 2022, the Host’s cancellation policy will apply. COVID-19 related circumstances will not be covered under our extenuating circumstances policy, except for domestic reservations in South Korea where the guest or Host is currently sick with COVID-19.
Our extenuating circumstances policy is intended to protect guests and Hosts from unforeseen circumstances that arise after booking. After the declaration of COVID-19 as a global pandemic by the World Health Organization, the extenuating circumstances policy no longer applies because COVID-19 and its consequences are no longer unforeseen or unexpected. Please remember to carefully review the Host's cancellation policy when booking and consider choosing an option that provides the level of flexibility you need.
How it works
If you’re a guest, you can find cancellation and refund options by going to the Trips page and choosing your trip—find out how. If you’re a Host, you’ll find information in your hosting dashboard.
Coronavirus updates and resources
We’ve curated articles to help our community during this time in the Resource Center. You can find the latest information on our COVID-19 response, from policy updates to resources for Hosts and guests.
You can also read the extenuating circumstances policy to learn about coverage of circumstances unrelated to COVID-19.
We ask that all community members be mindful of respect, inclusion, and our nondiscrimination policy when interacting with other members of our community.
We will continue to review the application of this policy. Please monitor this page for updates and new information.