Skip to main content

Hostshare Guest Booking - Extenuating Circumstances Policy

Faith W avatar
Written by Faith W
Updated this week

Hostshare Guest Booking - Extenuating Circumstances Policy

What qualifies as an Extenuating Circumstance?

A booking may be eligible for a cleaning fee refund if your cancellation is due to one of the following:

  1. Serious illness or injury

    • Unexpected hospitalization or severe medical condition affecting you, a traveling companion, or your host.

    • Death of an immediate family member.

  2. Government actions and restrictions

    • Travel restrictions, border closures, or visa/passport issues directly caused by government action.

  3. Mandatory evacuations due to natural disasters

    • Earthquakes, hurricanes, floods, wildfires, or severe storms.

Important notes about this policy

  • Refunds only apply to the cleaning fee.

  • Booking fees, processing fees, and service fees are always nonrefundable.

  • Host approval is required. Refunds are at the host’s discretion.

  • If your situation does not fall into the categories listed above, your booking and cleaning fees are nonrefundable once the 12-hour cancellation window has passed.

How to request a refund under this policy

  1. Contact your host directly (in-app messaging is preferred).

  2. Request a cleaning fee refund due to your circumstances.

    Many hosts arrange cleaners, schedule staff, and set aside time once a booking is confirmed. Because cancellations outside of the 12-hour free cancellation window are often last-minute, these preparations may already be locked in and nonrefundable for the host. For this reason, hosts are not obligated to issue refunds and may choose whether or not to do so.

  3. If your host agrees:

    • The approval must be visible in your Hostshare message thread, or

    • You must provide a screenshot of your host’s written approval via phone/text.

Once host approval is verified, our Support Team will process your cleaning fee refund. Please allow a few business days for funds to return to your account.

Need more help?

We know that illness, emergencies, and natural disasters are stressful. Our goal is to make sure guests and hosts are supported during these situations while keeping our policies clear and fair.

If you have any questions about this policy, please reach out to [email protected].

Did this answer your question?