If your host canceled your reservation, you can transfer your payment to a new ProperyStays reservation or request a refund.
Eligible travel issues
Situations that may be eligible for a refund under this policy generally fall into one of three categories:- The host fails to provide reasonable access to the booked listing.
- The listing is misrepresented (ex: number of bedrooms, location, lacks promised amenities).
- The listing isn't generally clean, is unsafe, or there's an animal in the listing that wasn't disclosed prior to booking.
Submit a claim for refund
To submit a valid claim for your reservation:- Contact us to bring the travel issue to our attention. If you notice the issue during check-in, contact us within 24 hours. If the issue occurs during your stay, contact us right away. We'll ask you to provide photographs or other documentation that show what you're experiencing.
- Are responsive to our requests for additional information and cooperation.
- Have not directly or indirectly caused the travel issue.
- Have used reasonable efforts to remedy the circumstances with the host prior to making a claim, including messaging your host on ProperyStays to notify them of the issue. We'll verify this in your account.