Special Circumstances Policy
RentalGuide24 allows hosts to set and manage their cancellation policies. It is the host’s or guest’s responsibility to cancel as soon as possible, should they need to. Sometimes, circumstances which are not in the control of the guest or host can affect their ability to meet the terms set out.
On occasion, and in unusual circumstances, RentalGuide24 may override the host’s cancellation policy, if the reason falls under RentalGuide24’s Special Circumstances Policy (one of the seven cancellations policies), and decide to refund.
RentalGuide24 may waive any host cancellation penalties outlined in RentalGuide24’s Terms of Use, if RentalGuide24 discovers that a host’s reason for cancellation falls within RentalGuide24’s Special Circumstances Policy.
What might be covered?
Valid Special Circumstances include:
- Serious illness or unexpected death of a guest, host, or immediate family member.
- Serious injury that directly restricts a host’s ability to host or a guest’s ability to travel.
- Major natural disasters or extreme weather incidents impacting the location of destination or location of departure.
- Urgent travel restrictions or severe security advisories issued after booking, by a government or international agency.
- Local disease declared by a reputable national or international authority (e.g the World Health Organisation or US Center for Disease Control).
- Unexpected maintenance issues or extreme property damage which affects the ability of the host to host safely.
- Government authorized obligations issued after the time of booking.
If you need to make a claim
The booking must be cancelled first and only then can a claim be considered. Once the other party (owner/host or guest) has cancelled the booking, if you feel that the reason falls under the Special Circumstances Policy, then contact RentalGuide24 for consideration. Claims need to be submitted within 14 days from the original check-in date and we may ask for supporting evidence.
Still need help? Contact us
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RentalGuide24.com - All rights reserved. 
Special Circumstances Policy
RentalGuide24 allows hosts to set and manage their cancellation policies. It is the host’s or guest’s responsibility to cancel as soon as possible, should they need to. Sometimes, circumstances which are not in the control of the guest or host can affect their ability to meet the terms set out.
On occasion, and in unusual circumstances, RentalGuide24 may override the host’s cancellation policy, if the reason falls under RentalGuide24’s Special Circumstances Policy (one of the seven cancellations policies), and decide to refund.
RentalGuide24 may waive any host cancellation penalties outlined in RentalGuide24’s Terms of Use, if RentalGuide24 discovers that a host’s reason for cancellation falls within RentalGuide24’s Special Circumstances Policy.
What might be covered?
Valid Special Circumstances include:
- Serious illness or unexpected death of a guest, host, or immediate family member.
- Serious injury that directly restricts a host’s ability to host or a guest’s ability to travel.
- Major natural disasters or extreme weather incidents impacting the location of destination or location of departure.
- Urgent travel restrictions or severe security advisories issued after booking, by a government or international agency.
- Local disease declared by a reputable national or international authority (e.g the World Health Organisation or US Center for Disease Control).
- Unexpected maintenance issues or extreme property damage which affects the ability of the host to host safely.
- Government authorized obligations issued after the time of booking.
If you need to make a claim
The booking must be cancelled first and only then can a claim be considered. Once the other party (owner/host or guest) has cancelled the booking, if you feel that the reason falls under the Special Circumstances Policy, then contact RentalGuide24 for consideration. Claims need to be submitted within 14 days from the original check-in date and we may ask for supporting evidence.
Still need help? Contact us
©
RentalGuide24.com - All rights reserved.