Cancellation Policy

Current status

Direct booking is not yet live on this website, so every current booking at a property we manage is made through a booking platform. That means the platform's cancellation policy applies, not this one.

This page sets out how cancellations work today and the structure a direct-booking policy will take when it is introduced.

Platform bookings

If you booked through Airbnb or another platform, cancel through that platform. The cancellation policy shown on the listing at the time you booked is the one that applies, and the refund is calculated and issued by the platform.

We cannot override a platform's cancellation terms. Where there are genuine exceptional circumstances, tell us - we will support a request to the platform where it is reasonable, but the decision is theirs.

Direct bookings

PLACEHOLDER - to be drafted by legal counsel before direct booking launches. The policy will need to state, per property or per tier:

• The free-cancellation window after booking, if any
• Refund percentages at each point before check-in
• Whether the cleaning fee and taxes are refunded
• Whether any part of the deposit is non-refundable, stated clearly before payment
• How peak and holiday periods differ, if they do
• How refunds are issued and the timescale
• Terms for a no-show or an early departure
• Consumer protection requirements in the relevant province, which in some cases constrain what can be made non-refundable

Whatever is decided, it will be shown on the property page and in the booking confirmation before any payment is taken - not buried on this page alone.

If we have to cancel

We cancel a confirmed booking only where the property genuinely cannot be used - a serious maintenance failure, damage from a previous stay, or a safety issue. It is rare and we treat it as a failure on our side.

In that situation we will:

• Tell you as soon as we know, not at the last possible moment
• Offer a comparable alternative property where we have one
• Refund in full where we cannot

Changing a booking

Date changes are handled case by case and depend on availability and how far ahead you ask. Ask early - a change requested months out is usually straightforward, and one requested the week before usually is not.

For property owners

Cancellation of a management agreement is governed by that written agreement, not by this page. Notice periods and what happens to bookings already confirmed at the time of cancellation are set out there, and we agree them with you before anything starts.

Contact

Need to cancel or change something? Use our contact page, or reply to your booking confirmation. Related documents: booking terms and terms of service.