Effective Date: September 17, 2024
If a Host cancels a reservation prior to check-in, their guest will automatically receive a full refund minus any donations. If a Host cancels a reservation within 30 days prior to check-in, we’ll also help the guest find a similar place, depending on availability at comparable pricing.
Guests must report Reservation Issues within 72 hours after discovery. If we determine that a Reservation Issue has disrupted a guest’s stay, we’ll give the guest a full or partial refund, or help the guest find a similar place, depending on availability at comparable pricing. Rebooking assistance or the amount refunded depends on several factors, including the severity of the Reservation Issue, the impact on the guest, the portion of the stay affected, whether the guest vacates the accommodations, other mitigating factors, and the strength of evidence provided of the Reservation Issue.
The term "Reservation Issue" refers to these situations:
To request rebooking assistance or a refund, the guest who made the reservation must contact us or their Host within 72 hours after discovery of the Reservation Issue. Requests should be supported by relevant evidence such as photographs, videos, or confirmation of the conditions by the Host, which we will use to help determine whether a Reservation Issue has occurred.
If a Host cancels a reservation or another Reservation Issue disrupts a guest’s stay, the Host will receive no payout or will have their payout reduced by the amount refunded to their guest. In most circumstances, we will attempt to confirm a guest’s reported concern with their Host. Hosts can also dispute a guest’s assertion of a Reservation Issue by contacting us.
This Policy applies to all reservations made on Crewdogs and is applicable to the maximum extent permitted by law, which may imply guarantees that cannot be excluded. When this Policy applies, it controls and takes precedence over the reservation’s cancellation policy. Before submitting a request to us, whenever feasible, the guest must notify the Host and try to resolve the Reservation Issue directly with their Host.
In connection with resolving the issue, guests can request refunds directly from hosts. We may reduce the amount of any refund or adjust any rebooking assistance under this Policy to reflect any refund or other relief provided directly by a Host. As part of providing rebooking assistance, we may, but are not obligated to, pay for or contribute to the cost of new accommodations. We may also provide guests with the option of applying the value of a canceled reservation to new accommodations, or of receiving travel credit, in lieu of a cash refund.
If a guest demonstrates that timely reporting of a Reservation Issue was not feasible, we may allow for late reporting of the Reservation Issue under this Policy. Reservation Issues caused by the guest, co-travelers, or their invitees or pets are not covered by this Policy. Submitting a fraudulent request violates our Terms of Service and may result in account termination.
Our decisions under this Policy are binding but do not affect other contractual or statutory rights that may be available. Any right that guests or Hosts may have to initiate legal action remains unaffected. This Policy is not insurance, and no premium has been paid by any guest or Host. All rights and obligations under this Policy are personal to the booking guest and Host of the reservation and may not be transferred or assigned. Any changes to this Policy will be made in accordance with our Terms of Service.