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Community policy

Luxe Rebooking and Refund Policy

This Policy only applies to Luxe reservations booked before November 2, 2023. Reservations booked on or after November 2, 2023 are subject to our Rebooking and Refund Policy.

Effective Date: April 29, 2022

This Luxe Rebooking and Refund Policy explains how we will assist with rebooking a reservation and how we handle refunds for Luxe bookings when a Host cancels a reservation or another Travel Issue disrupts a stay. This Policy applies in addition to the Airbnb Luxe Guest Booking Agreement.

What happens if a Host cancels before check-in

If a Host cancels a reservation prior to check-in, we will assist the guest with finding and booking comparable accommodations to the best of our ability. If we are unable to find comparable accommodations or if the guest chooses not to book a new reservation, the guest will receive a full refund.

What happens if another Travel Issue disrupts a stay

Other Travel Issues must be reported to us by contacting the guest’s Luxe Trip Designer via email or phone or by calling us at +1 (844) 647-6746 no later than 72 hours after discovery. If we determine that a Travel Issue has disrupted the stay, depending on the circumstances we may provide a full or partial refund.We may also assist the guest with finding comparable or better accommodations. The amount refunded, if any, depends on the severity of the Travel Issue, the impact on the guest, the portion of the stay affected, and whether the guest vacates the accommodations. If the guest vacates the accommodations because of a material Travel Issue and contacts us, we will offer assistance with finding comparable or better accommodations for the remaining nights of the stay.

What Travel Issues are covered

The term "Travel Issue" refers to these situations:

  • Host cancels the reservation prior to check-in.
  • Host fails to provide access to the accommodations.
  • Accommodations are not habitable at check-in for any of the following reasons:
    • They are not reasonably clean and sanitary, including bedding and towels.
    • They contain safety or health hazards.
    • They contain pests.
  • Listing contains a material inaccuracy such as:
    • Incorrect type or number of rooms (e.g. bedrooms, bathrooms, kitchens or other rooms).
    • Incorrect location of the accommodation.
    • Special amenity or feature described in the Listing is not present or does not function (e.g. pool; hot tub; bathroom - toilet, shower or bathtub; kitchen - sink, stove, refrigerator or other major appliance; electrical, heating or air conditioning systems).
    • Special amenity described in the Listing requires an additional cost that was not disclosed in the Listing.

How claims work

To be eligible for rebooking assistance or a refund, the guest who made the reservation may submit a claim by contacting their Luxe Trip Designer in writing or via telephone or by calling us at +1 (844) 647-6746. Claims must be made to us no later than 72 hours after discovery of the Travel Issue and supported by relevant evidence such as photographs or confirmation of the conditions by the Host. We will determine whether a Travel Issue has occurred by evaluating available evidence.

How this Policy affects Hosts

If a Host cancels a stay, the Host will be required to refund any payments made to them relating to the stay. Where we incur costs in assisting a guest with finding or booking comparable or better accommodations due to cancellation by a Host or another Travel Issue, we will have the right to recover such costs from the Host consistent with our Terms, policies, and any agreements with our Hosts.

In most circumstances we will attempt to confirm a guest’s claim with their Host. Hosts can also dispute a Travel Issue by contacting the Luxe Trip Designer for the relevant reservation.

Other things to be aware of

This Policy applies to all Luxe reservations booked before November 2, 2023. Luxe reservations are booked on the Airbnb platform and managed by Luxury Retreats. Please be aware that the Airbnb Rebooking and Refund Policy and Airbnb's Major Disruptive Events Policy do not apply to Luxe reservations booked before November 2, 2023. When this Policy applies, it also controls and takes precedence over the reservation’s cancellation policy.

Before submitting a claim, the guest must notify their Luxe Trip Designer or onsite property manager to try to resolve the Travel Issue directly. We may reduce the amount of any refund or adjust any rebooking assistance under this Policy to reflect any refund or other relief provided directly by a Host. As part of providing rebooking assistance we may, but are not obligated to, pay for or contribute to the cost of new accommodations. We may also provide guests with the option of applying the value of a canceled reservation to new accommodations, or of receiving travel credit, in lieu of getting a cash refund.

Where a guest demonstrates that timely reporting of a Travel Issue was not feasible, we may allow for late reporting of the Travel Issue under this Policy. Travel Issues that are caused by the guest, co-travelers, or their invitees or pets are not covered by this Policy. Submitting a fraudulent claim violates our Terms of Service and may result in account termination.

Our decisions under this Policy are binding, but do not affect other contractual or statutory rights that may be available. Any right that guests or Hosts may have to initiate legal action remains unaffected. This Policy is not insurance and no premium has been paid by any guest or Host. All rights and obligations under this Policy are personal to the booking guest and Host of the reservation and may not be transferred or assigned. Any changes to this Policy will be made in accordance with our Terms of Service. This Policy applies to Luxe reservations, but does not apply to stays or Experiences reservations.

If you have any questions about the Luxe Rebooking and Refund Policy, please contact the Luxe Trip Designer for the relevant reservation or call us at +1 (844) 647-6746.

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