- Accommodation Issue
A “Accommodation Issue” means any one of the following: (a) we or the Host of the Accommodation (i) cancels a reservation shortly before the scheduled start of the reservation, or (ii) fails to provide you with the reasonable ability to access the your accommodation (e.g., by providing the keys and/or a security code). (b) the description of the accommodation in the Listing is materially inaccurate with respect to: (i) the size of the accommodation (e.g., number and size of the bedroom, bathroom and/or kitchen or other rooms), (ii) special amenities or features represented in the information are not provided or do not function, such as decks, pools, hot tubs, bathrooms (toilet/shower/bathtub), kitchen (sink/stove/refrigerator or major other appliances), and electrical, heating or air condition systems, or (iii) the physical location of the accommodation (proximity). (c) at the start of your reservation, the accommodation: (i) is not generally clean and sanitary (ii) contains safety or health hazards that would be reasonably expected to adversely affect your stay at the accommodation in our judgment, (iii) does not contain clean bedding and bathroom towels available for the your use, or (iv) has vermin or contains pets not disclosed on the information.
- The Guest Refund Policy
If you suffer from any Accommodation Issue, we agree, at our discretion, to either (i) reimburse you 90% of the amount paid by you through our platform, as determined by our discretion, depending on the nature of the Accommodation Issue suffered or (ii) use our reasonable efforts to find and book you another alternate accommodation for any unused nights left in your reservation which in our determination is reasonably comparable to the accommodation described in your original reservation in terms of size, rooms, features and quality.
- Conditions to Claim a Accommodation Issue
Only you as a guest may submit a claim for any Accommodation Issue. In order to submit a valid claim for a Accommodation Issue and receive the benefits with respect to your reservation, you are required to meet each of the following conditions: (a) you must bring the Accommodation Issue to our attention in writing ([email protected]) or via telephone and provide us with information (including photographs or other evidence) about the Accommodation Issue and the circumstances of these Accommodation Issue within 24 hours after the start of your reservation, and must respond to any requests by us for additional information or cooperation on the Accommodation Issue; (b) you must not have directly or indirectly caused the Accommodation Issue (through your action, omission or negligence)