About the coronavirus outbreak (COVID-19)
If your booking starts on or before 31 July 2020
We’re allowing free cancellation and we will refund all payments in full. Simply log in to Manage my Booking and click on the Cancel Booking button to start the process, once cancelled, your refund will be processed automatically.
If your booking starts on or after 1 August 2020
If you’ve booked on or before 31 March 2020 and your booking starts before 31 August 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 you’ve booked after 1 April 2020, or your booking starts on or after 1 September 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.
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 you wish to cancel your booking, you can do so under Manage my Booking by clicking on the Cancel Booking button. Any refunds due to you will be processed automatically.
Paying your balance:
To allow you additional flexibility and help you decide nearer the time whether you wish to travel, we have delayed most balance due dates to 15 days before travel, for bookings which were confirmed before 24 April 2020, where the balance was due before 31 August 2020. For those bookings, the automatic collection of your balance has been turned off to avoid early charges (with a few exceptions).
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.