This policy explains how cancellations are handled when unexpected events beyond your control arise after booking and make it impracticable or illegal to complete your reservation.  
When this Policy allows for cancellation, it controls and takes precedence over the reservation’s cancellation policy. Guests that are impacted by an event covered by this Policy can raise a claim requesting to cancel their reservation and receive, depending on the events, a refund.

This Policy uses the term “Event” to refer to the following situations that occur after booking.

• Changes to government travel requirements. 

Unexpected changes to visa or passport requirements imposed by a governmental agency that prevent travel to the destination. This doesn’t include lost or expired travel documents or other personal circumstances relating to a guest’s authorization to travel.

• Declared emergencies and epidemics. 

Government declared local or national emergencies, epidemics, pandemics, and public health emergencies. This does not include diseases that are endemic or commonly associated with an area—for example, malaria in Thailand or dengue fever in Hawaii.

• Government travel restrictions. 

Travel restrictions imposed by a governmental agency that prevent or prohibit traveling to, staying at, or returning. This does not include non-binding travel advisories and similar government guidance.

• Military actions and other hostilities. 

Acts of war, hostilities, invasions, civil war, terrorism, explosions, bombings, rebellions, riots, insurrection, civil disorder, and civil unrest.

• Natural disasters

Natural disasters, acts of God, large-scale outages of essential utilities, volcanic eruptions, tsunamis, and other severe and abnormal weather events. This does not include foreseeable events. 

• Everything else. 

This Policy only allows for cancellations for the Events described above. Everything else is excluded.

• Read our Unexpected Event Policies to check if you’re covered.
• Make sure you have any required documentation available.
• Contact us to file a claim, and we’ll walk you through the next steps, which will include submitting any required documentation and waiting for our team to review your cases.

If you have questions, please contact us.