A booking issue is a situation that seriously affects your booking. These are the scenarios covered:
The host cancels your booking before it starts.
The host cannot provide helmets and/or legal paperwork for a rental.
The rental vehicle, bicycle, etc is not roadworthy or safe to operate.
The activity is cancelled at the host discretion due to a safety concern.
The host fails to provide access to the accommodation.
The accommodation is not habitable at check-in, including:
Not reasonably clean or sanitary
Contains safety or health hazards
The property is significantly different from the listing, such as:
Wrong space type (e.g., entire place vs. private/shared room)
Incorrect number or type of rooms (e.g., bathrooms, bedrooms, kitchen)
Inaccurate location
Host or other guests present without prior disclosure
Missing or broken amenities that were advertised (e.g., generator, pool, A/C, major appliances)
How This Affects Hosts
We will typically try to verify the issue with the Host. If a booking issue is confirmed:
The host will not receive a payout, or their payout will be reduced by the refund amount.
Hosts may dispute the report by contacting our support team.
Disruptions from large-scale events
If your booking is affected by an unforeseen large-scale event in the Philippines (e.g., natural disaster, domestic government restrictions), you may be eligible for a refund. Please contact us as soon as possible if such an event prevents your trip from going ahead.
Important Notes for Guests & Hosts
Power or water related issues caused by the local electrical cooperative (or otherwise) are not covered under our refund policy. Please bear with your hosts during these times.
This policy applies to the fullest extent permitted by law and overrides any cancellation policy when applicable.
Guests must first try to resolve the issue directly with the host before requesting support.
Any refunds may be adjusted if the host has already compensated the guest.
If timely reporting isn’t possible, we may still review late-submitted claims.
Issues caused by the guest, their group, invitees, or pets are not covered.
Fraudulent claims are strictly prohibited and may result in account suspension or termination.
This policy is not insurance, and no premiums are paid by guests or hosts.
Rights under this policy are non-transferable and apply only to the booking guest and host.
Our decisions are final. We act as a marketplace for hosts and guests to connect and we will do our best to remedy any issues.