1. If the host cancels a guest reservation after it’s confirmed.

RentalGuide24 has strict rules for hosts regarding cancelling a guest. In unusual circumstances there may be no other option than for the host to cancel a guest. RentalGuide24 will contact the guest and give our full support. We will either try to find a replacement property or make a full refund.

2. Misrepresentation and Travel issues

There are some situations which fall outside the cancellation policy that is stated on the property listing page for this property. This is only applied in certain circumstances and if the guest can not resolve the problem directly with the host.

For example:

• The host fails to give access to rental property.
  
  
• The listing is misrepresented and owner and guest can’t resolve the problem, e.g. number of bedrooms, bathrooms etc.
  
  
• The property listing is not clean or is unsafe, and the owner is not able to meet the standard that the property should be in.
  
  
• Guests also have a commitment to try to reasonably resolve problems directly with the host.
  
  

RentalGuide24 need to have been notified within 24 hours of check-in and we will take action for a quick resolution. This will be to either try to find a new rental property for the guest or provide a refund for nights left on the booking. The refund may vary depending of the circumstances, for instance travel issues, delays, etc.

Important: Contact RentalGuide24 within 24 hours after check-in so we can withhold the payments to the host. Also, include photos and any supporting documentation. If you resolve the problem directly with the host after you have contacted RentalGuide24, contact us by email and we will close this problem.

RentalGuide24 also have a Special Circumstances Policy.

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Related articles

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