This policy outlines the conditions for receiving a refund as a Stayverz Guest in case of booking issues. It applies alongside our Terms of Use and supersedes any Host cancellation policy.
What are Booking Issues?A "Booking Issue" refers to situations where
The Host cancels: This includes last-minute cancellations or failing to provide access to the booked accommodation (e.g., missing keys).
Misrepresentation in Listing: The listing description significantly differs from reality in aspects like size, type (entire home vs. shared room), amenities (unavailable pools, decks, etc.), or undisclosed co-habitants.
Unacceptable Accommodation: Upon arrival, you encounter issues like uncleanliness, safety hazards, vermin, or pets not mentioned in the listing.
Your Rights Under This PolicyAs a Guest encountering a Booking Issue, this policy grants you specific rights that supersede the Host's cancellation policy
Host Cancellation PoliciesHosts have the flexibility to choose a cancellation policy for their listings. Here's a breakdown of the available options (keeping in mind up to 30% goes to Stayverz as a service fee):
Flexible: Offers an 85% refund for cancellations made 24 hours before check-in. For bookings longer than a day, a 35% refund applies if canceled by 3 pm on check-in day (excluding the first night's fee). Single-day bookings are non-refundable.
Semi-Flexible: Similar to Flexible, but with a 72-hour cancellation window for the 85% refund. The 35% refund rule for cancellations by 3 pm on check-in day applies to bookings exceeding one day.
Moderate: Provides an 85% refund (minus service fee) for cancellations made 5 days before check-in. Bookings over a day qualify for a 35% refund if canceled by 3 pm on check-in day (excluding the first night's fee and total service fee). Single-day bookings are non-refundable.
Semi-Strict: Offers a 35% refund for cancellations made 14 days before check-in. No refunds are provided after that.
How to File a ClaimTo submit a valid claim for a Booking Issue and receive a refund or assistance, you must adhere to these conditions:
1. Be the Booking Guest: The claim can only be filed by the Guest who made the reservation.
2. Report Promptly: You must notify Stayverz about the Booking Issue within 24 hours of discovery. Provide details (photos, videos, or written evidence) about the problem and the accommodation.
3. Cooperate with Requests: Respond promptly to any requests for additional information or cooperation from Stayverz regarding the Booking Issue.
4. Not Cause the Issue: The Booking Issue shouldn't be a direct result of your actions or negligence.
5. Attempt Resolution (if possible): You must make reasonable efforts to resolve the Booking Issue with the Host, unless advised otherwise by Stayverz.
6. Refund Payout Process: If the claim is approved, the refund will be disbursed within 7 to 10 working days.
Host Responsibilities and ReimbursementAs a Host, you're responsible for ensuring your listed accommodations are:
