Refunds and Cancellations

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A full refund will be given for cancellations up to 30 days before check-in, if booked at least 30 days in advance.

No refund will be provided after that.

If a booking is made fewer than 30 days before check-in, a full refund will be given for cancellations within 48 hours of said booking, after that, 50% refund up to 7 days before check-in.

No refund will be provided after that.
 

A non-refundable option

Alternatively, we offer a non-refundable option with a 6% reduction off the full price (excludes special offers, discounts) when paying in full. This option is only available when booking at least 30 days in advance. Additionally, the discount is applicable if the reservation is not booked with a pre-approval or special offer.

Extenuating Circumstances Policy

What events are covered?

This Policy uses the term “Event” to refer to the following situations that occur after booking, are unforeseen at the time of booking, and prevent or legally prohibit completion of the reservation.

Changes to government travel requirements. Unexpected changes to visa or passport requirements enforced by a governmental agency that prevents, or blocks travel your destination. This doesn’t include lost or expired travel documents or other personal circumstances relating to a guest’s authorisation to travel.

Declared emergencies and epidemics. Government-declared local or national emergencies, public health emergencies including epidemics, pandemics and lockdowns that prevent travel. This does not include diseases that are endemic or commonly associated with the area. 

Government travel restrictions. Travel restrictions imposed by a governmental agency that prevent or prohibit travelling to, staying at, or returning from the apartment location. This does not include non-binding travel advisories and similar government guidance.

Military actions and other hostilities. Riots, insurrection, civil disorder, civil unrest, Acts of war, hostilities, invasions, civil war, terrorism, explosions, bombings, and rebellions.

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 the apartment location i.e., extreme heat, heavy rain/downpours, Calima/Haze (a dust storm in the Canary Islands region, originating from the Sahara Desert)

What is not covered

Everything else. 

This Policy only allows for cancellations for the Events described above. Everything else is excluded. Examples of situations that this Policy does not allow cancellations for include: unexpected disease, illness, or injury; government obligations like jury duty, court appearances or military duties; travel advisories or other government guidance (that fall short of a travel ban or prohibition); cancellation or rescheduling of an event for which the reservation was made; and transport disruptions unrelated to a covered Event like road closures, as well as flight, train, bus and ferry cancellations. If you cancel a reservation in these cases, the amount refunded will be determined by the cancellation policy that applies to the reservation.

What to do next

If we notify you or publish information confirming that this Policy applies to your reservation, please follow the cancellation instructions that we provide. When we have notified you or published information about how this Policy applies, you should have the option to cancel under this Policy by contacting us. If you believe this Policy applies to your reservation, but we have not notified you or published information about the Event, please contact us to cancel your reservation. In all cases, you should be prepared to provide documentation that shows how the Event has affected you or your reservation.

If you have questions, please contact us.

Please note, this Policy applies to all reservations with a check-in date on or after the effective date.