Cancellation Policy

What if a guest needs to cancel because of an emergency?

At Serenica, we understand that unexpected emergencies can arise. We may be able to issue a refund if a guest has to cancel because of an emergency.

Overview

This Extenuating Circumstances Policy explains how cancellations are handled when unforeseen events beyond your control arise after booking and make it impracticable or illegal to complete your reservation. This Policy applies to reservations for both accommodations and experiences.

When this Policy allows for cancellation, it takes precedence over the reservation’s cancellation policy. Guests impacted by an event covered by this Policy can cancel their reservation and receive a refund, travel credit, or other consideration, depending on the circumstances. Hosts impacted by an event covered by this Policy can cancel without adverse consequences. Depending on the situation, their calendars may be blocked for the dates of the cancelled reservation.

What events are covered

This Policy applies to the following situations that occur after booking, were unforeseen at the time of booking, and prevent or legally prohibit the completion of the reservation.

1. Changes to government travel requirements:
   Unexpected changes to visa or passport requirements imposed by a government agency that prevent travel to the destination. This does not include lost or expired travel documents or personal circumstances relating to a guest’s authorization to travel.
2. Declared emergencies and epidemics:
   Government-declared local or national emergencies, epidemics, pandemics, and public health emergencies. This does not include diseases that are endemic or commonly associated with an area (e.g., malaria in Thailand or dengue fever in Hawaii).
3. Government travel restrictions:
   Travel restrictions imposed by a government agency that prevent or prohibit travel to, staying at, or returning from the listing location. This does not include non-binding travel advisories or similar government guidance.
4. Military actions and other hostilities:
   Acts of war, hostilities, invasions, civil war, terrorism, explosions, bombings, rebellions, riots, insurrection, civil disorder, and civil unrest.
5. Natural disasters:
   Natural disasters, acts of God, large-scale outages of essential utilities, volcanic eruptions, tsunamis, and other severe weather events. This does not include weather or natural conditions that are common enough to be foreseeable (e.g., hurricanes occurring during hurricane season in Florida).
6. Death or Serious Illness of a Close Family Member:
   If a close family member (such as a parent, sibling, or spouse) passes away or is seriously ill, leading to hospitalization or the inability of the guest to travel.
   • A death certificate will be required for death-related cancellations.
   • A medical certificate will be required for serious illness or hospitalization claims.
   • This applies only to immediate family members (parents, siblings, spouse) and does not extend to extended family members like aunts, uncles, or cousins.
7. Hospitalization or Serious Injury of the Guest:
   If the guest is hospitalized or injured to the point that they are unable to travel, this may also be covered under the policy.
   • A medical certificate will be required.
   • This must be a serious condition or injury that prevents the guest from being able to complete their stay.
   • The host’s approval and discretion are required for these cancellations based on the severity of the situation.

What is not covered

This Policy only covers cancellations for the events described above. The following situations are not covered:

• Unexpected illness or injury (not caused by a covered event)
• Government obligations such as jury duty or court appearances
• Non-binding travel advisories
• Cancellation or rescheduling of an event related to the reservation
• Disruptions like road closures or cancellations unrelated to a covered event (e.g., flight cancellations)

If you cancel a reservation in these cases, the amount refunded will follow the standard cancellation policy of 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 we provide. You will be able to cancel under this Policy by going to your Trips page and cancelling the impacted reservation. If you believe this Policy applies to your reservation but we haven’t notified you, please contact us to cancel your reservation. In all cases, you may need to provide documentation showing how the event impacted your reservation.

If you have questions, please reach out to us.

Other things to be aware of

• This Policy applies to all reservations with a check-in date on or after the effective date.
• This Policy does not apply to Luxe reservations, which have a separate Luxe Guest Refund Policy.

How long does it take to get a refund?

Refunds are processed immediately upon cancellation. They usually show up within 3-5 days, but in some cases, it may take up to 15 days before they reflect on the original payment method. In certain countries like Brazil and India, it can take up to 2 months for refunds to arrive.

What if I’m not sure what my reservation’s cancellation policy is or if it doesn’t appear here?

Occasionally, we test new cancellation policies. Always refer to your reservation details for the cancellation policy that applies to your particular stay.