1. How is a Cancellation Policy selected?
The Cancellation Policy was created to protect the Hosts as well as the Guests. After creating an AD, the host should click on the availability tab and choose one of the existing options regarding the Cancellation Policy:
- Flexible Cancellation Policy;
- Moderate Cancellation Policy;
- Strict Cancellation Policy.
2. How to cancel
To guarantee a simple and safe process, all of the cancellations must be processed through our Website.
If you want to cancel a reservation, please contact our Team of Customer Support. All of the cancellations made by the Hosts must be communicated to us.
The cancellations must include the reservation code and have to be sent by the e-mail registered in our website. Please keep in mind that a cancellation is not official until Look4homes send you an e-mail confirming it.
Our Team of Customer Support will immediately deal with your cancellation request and inform your Host. You won’t have to do anything else.
3. If the Guest requests a cancellation, how is calculated the Guest’s refund and the Host’s payment?
3.1 General rules
The refund given to the guest depends on the advance of the cancellation and the type of Cancellation Policy chosen by the Host, or imposed by Look4homes.
3.2 Individual Cancellation Policy
- Flexible Cancellation Policy
The guest will receive a full refund (excluding the service fee applied), if the cancellation occurs at least 7 days before the check-in.
- Moderate Cancellation Policy
The guest will receive a full refund (excluding the service fee applied), if the cancellation occurs at least 15 days before check-in.
- Strict Cancellation Policy.
The guest will receive a refund of 50% of the total value (excluding the service fee applied), if the cancellation occurs at least 30 days before check-in.
4. Is it possible to make a cancellation after the check-in?
If the guest has serious complaints after the check-in, please contact our Team of Customer Support within 24 hours. If the accommodations are not as described in the AD, we will forward the complaints to the Host. After we analyze and verify the complaints we will discount the value to be paid to the Host and refund the Guest.
Please, be aware that to get a refund your complaints must be made within 24 hours after the check-in.
5. What happens if the Host cancels the Reservation?
Look4homes takes the cancellations very serious, as they represent a negative experience to the Guests. In case the Host makes a cancellation, the Guest will receive a total refund and will not be charged the service fees. Look4homes also compromises on helping the Guest to find a new Reservation.
The Host must pay a cancellation fee of (10% of the total value of the reservation).
The cancellation tax may increase to 50% of the total value of the reservation if the Host makes the cancellation in less than 7 days before the check-in.
The cancellation fee will be deducted from the next reserve and the host will not get paid for the reservations that have been cancelled. The listing of this reservation will be penalized in the rankings and that may lead to fewer requests for reservations in the future.
6. Policy of Exceptional Cancellations
6.1 Natural disasters and other unpredictable events
In case of natural disaster (e.g. avalanches, cyclones, flooding, landslides, lightning storms, earthquakes, tornadoes), war, terrorist attack or nuclear accidents that make it impossible for the host to fulfill his/her reservation obligations (and if the Host proves that no similar alternative accommodation is available), the Guest will receive a refund of 100% of the total value of the Reservation.
In case a family member (father, mother, husband/wife, son, daughter, sister, brother) dies between 7 days or 24 hours before Check-in, the Guest will receive a full refund. The Host won’t receive any payment and will not be charged Cancellation fees. If the Cancellation is made in less than 24 hours before the Guest arrival time, the Guest receives a refund of 75% of the total value and the Host receives only 25%. In this case it will be necessary to show as proof a death certificate.