This Policy is being updated. The new Policy appears at the top of this page and will apply to all bookings made on or after April 29, 2022. The existing Policy appears at the bottom of the page and applies to earlier bookings.
Effective Date: April 29, 2022
This Luxe Rebooking and Refund Policy explains how we will assist with rebooking a reservation and how we handle refunds for Luxe bookings when a Host cancels a reservation or another Travel Issue disrupts a stay. This Policy applies in addition to the Airbnb Luxe Guest Booking Agreement.
What happens if a Host cancels before check-in
If a Host cancels a reservation prior to check-in, we will assist the guest with finding and booking comparable accommodations to the best of our ability. If we are unable to find comparable accommodations or if the guest chooses not to book a new reservation, the guest will receive a full refund.
What happens if another Travel Issue disrupts a stay
Other Travel Issues must be reported to us by contacting the guest’s Luxe Trip Designer via email or phone or by calling us at +1 (844) 647-6746 no later than 72 hours after discovery. If we determine that a Travel Issue has disrupted the stay, depending on the circumstances we may provide a full or partial refund.We may also assist the guest with finding comparable or better accommodations. The amount refunded, if any, depends on the severity of the Travel Issue, the impact on the guest, the portion of the stay affected, and whether the guest vacates the accommodations. If the guest vacates the accommodations because of a material Travel Issue and contacts us, we will offer assistance with finding comparable or better accommodations for the remaining nights of the stay.
What Travel Issues are covered
The term "Travel Issue" refers to these situations:
- Host cancels the reservation prior to check-in.
- Host fails to provide access to the accommodations.
- Accommodations are not habitable at check-in for any of the following reasons:
- They are not reasonably clean and sanitary, including bedding and towels.
- They contain safety or health hazards.
- They contain pests.
- Listing contains a material inaccuracy such as:
- Incorrect type or number of rooms (e.g. bedrooms, bathrooms, kitchens or other rooms).
- Incorrect location of the accommodation.
- Special amenity or feature described in the Listing is not present or does not function (e.g. pool; hot tub; bathroom - toilet, shower or bathtub; kitchen - sink, stove, refrigerator or other major appliance; electrical, heating or air conditioning systems).
- Special amenity described in the Listing requires an additional cost that was not disclosed in the Listing.
How claims work
To be eligible for rebooking assistance or a refund, the guest who made the reservation may submit a claim by contacting their Luxe Trip Designer in writing or via telephone or by calling us at +1 (844) 647-6746. Claims must be made to us no later than 72 hours after discovery of the Travel Issue and supported by relevant evidence such as photographs or confirmation of the conditions by the Host. We will determine whether a Travel Issue has occurred by evaluating available evidence.
How this Policy affects Hosts
If a Host cancels a stay, the Host will be required to refund any payments made to them relating to the stay. Where we incur costs in assisting a guest with finding or booking comparable or better accommodations due to cancellation by a Host or another Travel Issue, we will have the right to recover such costs from the Host consistent with our Terms, policies, and any agreements with our Hosts.
In most circumstances we will attempt to confirm a guest’s claim with their Host. Hosts can also dispute a Travel Issue by contacting the Luxe Trip Designer for the relevant reservation.
Other things to be aware of
This Policy applies to all Luxe reservations made on or after the Effective Date. Luxe reservations are booked on the Airbnb platform and managed by Luxury Retreats. Please be aware that the Airbnb Rebooking and Refund Policy and Airbnb Extenuating Circumstances Policy do not apply to Luxe reservations. When this Policy applies, it also controls and takes precedence over the reservation’s cancellation policy.
Before submitting a claim, the guest must notify their Luxe Trip Designer or onsite property manager to try to resolve the Travel Issue directly. 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 getting a cash refund.
Where a guest demonstrates that timely reporting of a Travel Issue was not feasible, we may allow for late reporting of the Travel Issue under this Policy. Travel Issues that are caused by the guest, co-travelers, or their invitees or pets are not covered by this Policy. Submitting a fraudulent claim 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. This Policy applies to Luxe reservations, but does not apply to stays or Experiences reservations.
If you have any questions about the Luxe Rebooking and Refund Policy, please contact the Luxe Trip Designer for the relevant reservation or call us at +1 (844) 647-6746.
Airbnb Luxe Guest Refund Policy
Last Updated: 5/12/2020
These terms and conditions govern Guest refunds (“Airbnb Luxe Refund Policy”) solely for bookings on the Airbnb Platform that are managed by Luxury Retreats (“Luxe Bookings”) and supersede the terms of the Airbnb Guest Refund Policy. The Airbnb Luxe Refund Policy applies in addition to the Airbnb Luxe Guest Booking Agreement (“Airbnb Luxe Guest Booking Agreement”). The Airbnb Luxe Refund Policy is available to Guests who make and pay for a Luxe Booking on the Airbnb Platform and suffer a Travel Issue (as defined below). The Guest’s rights under this Airbnb Luxe Refund Policy will supersede the Host’s cancellation policy.
All capitalized terms shall have the meaning set forth in the Airbnb Terms, or Payment Terms unless otherwise defined in this Airbnb Luxe Refund Policy. When this Airbnb Luxe Refund Policy mentions “we,” “us,” or “our,” it refers to Airbnb and its affiliates providing booking and payment processing services for Luxe Bookings. When this Airbnb Luxe Refund Policy mentions “Host,” it refers to Host as defined in the Airbnb Luxe Guest Booking Agreement.
By making a Luxe Booking as a Guest, and offering an accommodation for Luxe Bookings as a Host, you are indicating that you have read and that you understand and agree to be bound by this Airbnb Luxe Refund Policy.
1. Travel Issue
A “Travel Issue” means any one of the following:
(a) A Host (i) cancels a booking shortly before the scheduled start of the booking, or (ii) fails to provide the Guest with the reasonable ability to access the Accommodation (e.g. does not provide the keys and/or a security code).
(b) the Listing’s description or depiction of the Accommodation is materially inaccurate with respect to: the size of the Accommodation (e.g., number and size of the bedroom, bathroom, and/or kitchen or other rooms), special amenities or features represented in the Listing 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 the physical location of the Accommodation (proximity).
(c) at the start of the Guest’s booking, the Accommodation: (i) is not generally clean and sanitary (ii) contains safety or health hazards that would be reasonably expected to adversely affect the Guest’s stay at the Accommodation in our judgment, (iii) does not contain clean bedding and bathroom towels available for the Guest’s use, or (iv) has vermin or contains pets not disclosed in the Listing.
2. The Airbnb Luxe Refund Policy
If you are a Guest and suffer a Travel Issue, we agree, at our discretion, to either (i) reimburse you up to the amount paid by you through the Airbnb Platform (“Total Fees”) depending on the nature of the Travel Issue suffered, or (ii) use our reasonable efforts to find and book you another Accommodation for any unused nights left in your booking which is reasonably comparable to the Accommodation described in your original booking in terms of size, rooms, features and quality. All determinations of us with respect to the Airbnb Luxe Refund Policy, including without limitation the size of any refund and the comparability of alternate Accommodations, shall be in our discretion, and final and binding on the Guests and Hosts.
3. Conditions to Claim a Travel Issue
To submit a valid claim for a Travel Issue and receive the benefits with respect to your booking, you are required to meet each of the following conditions:
(a) you must bring the Travel Issue to the attention of a customer service representative (“Trip Designer”) and the on-site property manager, if applicable, in writing or via telephone and provide us with information (including photographs or other evidence) about the Accommodation and the circumstances of the Travel Issue within 24 hours after the later of (i) the start of your booking or (ii) you discover the existence of the Travel Issue, or within a reasonable time period (as determined by us in our sole discretion), and you must respond to any requests by us for additional information or cooperation on the Travel Issue;
(b) we will not consider complaints filed after you have left the Property.
(c) you must not have directly or indirectly caused the Travel Issue (through your action, omission or negligence); and
(d) you must allow us to reasonably endeavor to remedy the Travel Issue.
4. General Provisions
4.1 No Assignment/No Insurance.
This Airbnb Luxe Refund Policy is not intended to constitute an offer to insure, does not constitute insurance or an insurance contract, does not take the place of insurance obtained or obtainable by the Guest, and the Guest has not paid any premium in respect of the Airbnb Luxe Refund Policy. The benefits provided under this Airbnb Luxe Refund Policy are not assignable or transferable by you.
4.2 Modification or Termination.
We reserve the right to modify or terminate this Airbnb Luxe Refund Policy, at any time, in our sole discretion. If this Airbnb Luxe Refund Policy is modified, we will post the modification on the Airbnb Platform or provide you with notice of the modification and we will continue to process all claims for Travel Issues made prior to the effective date of the modification.
4.3 Entire Agreement.
This Airbnb Luxe Refund Policy constitutes the entire and exclusive understanding and agreement between us and you regarding the Airbnb Luxe Refund Policy and supersedes and replaces any and all prior oral or written understandings or agreements between Airbnb, our affiliates, and you regarding the Airbnb Luxe Refund Policy.
5. Contacting us.
If you have any questions about the Airbnb Luxe Refund Policy, please email us.