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Cancellation Policies

Every home with Keys2Casa Limited has a cancellation policy applied to it at the point of booking, which defines the terms of cancellation. Please see below our 3 standard cancelation policies.

Should a Host wish to customise a policy, please discuss with Keys2Casa directly.

Relaxed

Payment schedule

50% due at time of booking. Remaining balance due 7 days before arrival.

Cancellation policy

100% of paid prepayments refundable when canceled 5 days before arrival or earlier.

No refund for cancellation requested within 5 days of local check-in date and time.

Moderate

Payment schedule

50% due at time of booking. Remaining balance due 14 days before arrival.

Cancellation policy

100% of paid prepayments refundable when canceled 14 days before arrival or earlier.

50% of paid prepayments refundable when canceled between 7-14 days before arrival.

No refund for cancellation requested with 7 days of local check-in date and time.

 

Firm

Payment schedule

50% due at time of booking. Remaining balance due 30 days before arrival.

Cancellation policy

100% of paid prepayments refundable when canceled 30 days before arrival or earlier.

50% of paid prepayments refundable when canceled between 14-30 days before arrival.

No refund for cancellation requested within 14 days of local check-in date and time.

Covid-19 refund policy

We will refund you in full (unless explicitly stated otherwise at the time of booking) if you’ve made a booking with us but find yourself affected by one of the following:

  • It’s illegal for you to travel to your booked accommodation from your location

  • It’s illegal for you to stay in your booked accommodation

If you are not in one of the groups above, our usual terms & conditions and cancellation policies apply. See your booking confirmation email to check what your cancellation policy is. 

Host Cancellation

Should you need to cancel a booking you are hosting with us, charges may apply. While we acknowledge that unforeseen circumstances can sometimes make properties unavailable, there are standard charges for the inconvenience caused to the guest, these charges apply across all the platforms with the exception of Plum Guide who retain 20% of the booking cost regardless of when the cancelation occurs. Please familiarise yourself with the Host cancellation fees below:

  • If the reservation is cancelled 48 hours or less before check-in, or after check-in, the fee is 50% of the reservation amount for the nights not stayed.

  • If the reservation is cancelled anytime between 48 hours and 30 days before check-in, the fee is 25% of the reservation amount.

  • If the reservation is cancelled more than 30 days before check-in, the fee is 10% of the reservation amount.

  • For reservations of 28 days or longer, the cancellation fees above will be calculated as a percentage of the non-refundable portion of the reservation as of the time of cancellation—up to the 30-day period following the cancellation date—rather than the entire reservation amount.

These charges are typically deducted from the Host's next payout. Keys2Casa will make every effort to prevent these costs by finding alternative arrangements for the guests, in this instance the fee will be reduced to £150 only. Please note that there are a few exceptions to the fees mentioned above, which are listed below.

  • Circumstances beyond the Host’s control, such as major damage to a listing, emergency repairs (like a gas leak or a burst pipe) or serious personal illness that prevents hosting. (Evidence required)

  • Proof that a guest intends to break one of the house rules included in the Listing details, have an unauthorised party or otherwise violate Airbnbs Party and Events Policy

  • Major Disruptive Event, such as declared public health emergencies or government travel restrictions.

 

 

Frequently asked questions - Guests

How do I cancel my booking?

First, please make sure you have read and understood the cancellation policy that applies to your booking. Our policies' terms vary and may offer full, partial or no refund depending on how close your check-in date and time are and which platforms you book through.

How long does it take to get a refund?

If you are due to be processed a refund according to your cancellation policy, it should be with you within the next 5 to 7 days and is dependent on your bank’s processing times.

 

Can I change the dates of an existing booking?

Depending on the home availability, you might be able to change your booking dates, Keys2Casa will endeavour to assist these changes wherever possible. If you’d like to change your booking dates please email us. Please note that if your desired dates are not available, or the host is unable to accommodate a date change, your original booking dates will remain.

 

 

 

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