About the coronavirus outbreak (COVID-19)
We’re continuing to review our policy in line with the World Health Organisation and government guidelines. As this unpredictable situation develops, the health and safety of our customers is our highest priority so please check back to this page regularly for the latest update on our policies.
Cancelling your booking:
If your booking starts on or before 2 December 2020 and you’ve booked on or before 31 March 2020 you can cancel your booking and receive a full refund, by logging in to Manage my Booking and clicking on the Cancel Booking button.
If your booking starts on or after 3 December 2020 or you’ve booked after 1 April 2020, the owner’s cancellation policy applies so we recommend that you contact the owner through your Manage my Booking to discuss your options with regards to cancelling or changing your booking.
If you wish to cancel your booking, you can do so under Manage my Booking by clicking on the Cancel Booking button. Once cancelled, any refunds due to you will be automatically processed back to your original payment method.
Paying your balance:
We understand that you may be unsure if you’ll be able to go on your trip and to allow you additional flexibility and help you decide nearer the time whether you wish to travel, you can discuss moving your balance payment with the owner. Please contact the owner in the first instance and ask them to contact us on your behalf to facilitate the change on our system.
To check when your balance is due, log in to Manage my Booking where you’ll see the due date under your booking payment breakdown.
Changing your booking dates:
If you’d like to move your booking dates you can request the change through your Manage my Booking page by clicking on the Edit booking button. If you don’t see the Edit booking button, you can send the owner a message to request the change.
Ensure you’re changing the dates on your booking through our secure platform, so we will be able to protect your booking under our Payment protection policy.