LuxeStays offers a range of cancellation policies to provide flexibility for guests and protection for hosts. The applicable cancellation policy is selected by the Host and is clearly displayed on the Listing page and during the booking process. By making a reservation, you agree to the cancellation terms associated with that specific booking.
1. Standard Cancellation Policies
The following standard policies are available for Hosts to select. Timelines are calculated based on the check-in time of the listing (or 3:00 PM local time if not specified).
Flexible
- Full refund: Guest receives a 100% refund (including service fees) if they cancel at least 24 hours before check-in.
- Partial refund: If the guest cancels less than 24 hours before check-in, the first night is non-refundable, but the remaining nights will be 100% refunded.
- During stay: If the guest decides to leave early after checking in, the nights not spent 24 hours after the cancellation occurs are 100% refunded.
Moderate
- Full refund: Guest receives a 100% refund (including service fees) if they cancel at least 5 days before check-in.
- Partial refund: If the guest cancels within 5 days of check-in, the first night plus 50% of all subsequent nights are non-refundable. Service fees are refundable if the cancellation happens before check-in and within 48 hours of booking.
- During stay: If the guest decides to leave early, 50% of the fees for the unspent nights are refunded.
Firm
- Full refund: Guest receives a 100% refund if they cancel at least 30 days before check-in.
- Also Full refund: They also get a full refund if they cancel within 48 hours of booking, if the cancellation occurs at least 14 days before check-in.
- 50% refund: Guest receives a 50% refund if they cancel between 7 and 30 days before check-in.
- No refund: If the guest cancels less than 7 days before check-in, the reservation is non-refundable.
- During stay: If the guest leaves early, the remaining nights are non-refundable.
Strict
- Full refund: Guest receives a 100% refund if they cancel within 48 hours of booking, provided the cancellation occurs at least 14 days before check-in.
- 50% refund: Guest receives a 50% refund if they cancel at least 7 days before check-in.
- No refund: If the guest cancels less than 7 days before check-in, the reservation is non-refundable.
- During stay: If the guest leaves early, the remaining nights are non-refundable.
2. Long-Term Cancellation Policy
For reservations of 28 nights or more, the Long-Term cancellation policy applies automatically.
- Full refund: Guest receives a full refund if they cancel within 48 hours of booking and the start date is at least 28 days away.
- Partial refund: After that, the first 30 days of the stay are non-refundable. If the guest cancels before check-in, the first month is paid to the host.
- During stay: If the guest cancels during their stay, they must pay for the 30 days following the cancellation date, or up to the end date of the original reservation if fewer than 30 days remain.
3. Extenuating Circumstances Policy
In rare cases, guests may need to cancel due to an unexpected event beyond their control. Under our Extenuating Circumstances Policy, guests may be eligible for a full refund (and hosts will not receive a payout) if the cancellation is due to one of the following covered events:
- Changes to government travel requirements: Unexpected changes to visa or passport requirements imposed by a governmental agency that prevent travel to the destination.
- Declared emergencies and epidemics: Government-declared local or national emergencies, epidemics, pandemics, and public health emergencies.
- 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—for example, hurricanes during hurricane season in Florida.
Note: This policy does not cover personal illness (including COVID-19), injury, or family obligations. We strongly recommend purchasing travel insurance to cover these situations.
4. LuxeStays Service Fees
LuxeStays service fees are refundable if the guest cancels within the free cancellation period of the listing. If a reservation is cancelled after the free cancellation period, the service fee is non-refundable, unless the cancellation is covered by the Extenuating Circumstances Policy or involves a host cancellation.
5. Cleaning Fees
Cleaning fees are always refunded if the guest cancels before check-in. If the guest checks in and then cancels, the cleaning fee is non-refundable.
6. Taxes
Applicable local taxes collected by LuxeStays are refunded in full when a reservation is cancelled and a full refund is issued. For partial refunds, taxes are refunded proportionally to the amount refunded.