Cancellation options

Maybe flexibility is on your must-have list, or perhaps you need to cancel right now.
Find the cancellation policy for your reservation.

Find the cancellation policy for your stay

Maybe you just need the peace of mind before booking, or perhaps you need to cancel right now. Here’s how to find the cancellation policy for your stay:

Before you book
You can find cancellation details on the property’s page in the ‘House Rules – Cancellation Policy’ section and during the booking process – before you pay.

After you book
Your plans have changed and now you need to cancel your reservation. No problem, we understand! Each property is different and each owner has its own policy. You can check the cancellation policy on the property’s page in the ‘House Rules – Cancellation Policy’ section. Usually, to qualify to cancel and qualify for a refund the amount for the property rental must be paid in full (deposits are not refundable) and the booking check-in date must be within the time frame specified on the property page in the ‘House Rules – Cancellation Policy’ section or more than 8 weeks before.

Cancelling a trip due to unforeseen circumstances

Note: If you need to cancel because of the COVID-19 pandemic, please read – Cancellation options due to COVID-19.

Not to worry. If you need to cancel your reservation because of an emergency or unavoidable circumstance, we can help:

Read our Unforeseen Circumstances Policy to check if you’re covered.

Make sure you have any required documentation available.

Contact us by selecting ‘Urgent issues with my booking’ 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 case.

Important: Claims must be submitted within 14 days of cancellation.

About refunds

Your refund is issued based on the property’s cancellation policy. If you cancel your reservation and are within the window to receive a 100% refund, the service fee will be refunded to you automatically when the cancellation is confirmed. Refunds take up to 5 days to appear in your account.

If a booking was charged in a different currency, the payment and refund totals might vary based on currency exchange rates and bank-issued exchange fees.

Change your reservation

You booked a property, but the date or number of guests no longer works for you? Don’t worry, you don’t have to miss out! You may be able to change your reservation, depending on your Host’s availability and their cancellation policy.

If you need to make changes to your trip dates, the number of guests, check-in time, or any other booking information, you can request a change in your account.

Go to ‘My Reservations’ page and click ‘Contact Owner’ for the property you want to make the request. Please be specific with the changes you need and supply any information you might consider important.

The host should confirm whether they can accommodate your request within 48 hours. Your reservation won’t be impacted if the host declines the change.

The host will confirm any extra charges or refunds before updating your reservation. After we update your reservation details, you’ll receive an email confirmation from us.

If you need help, please contact us. We are always happy to assist you with any requests.

Cancellation options due to COVID-19

If your reservation was made on or after 31 May 2022 and COVID-19 affects your travel plans, your Host’s cancellation policy will apply.

If you booked on or after 31 May 2022, your reservation is not eligible* but you have the following additional options

If your plans are flexible, we’ll work with you and the owner to change the reservation to a later date.

If your Host cancels your reservation

While it’s rare, sometimes a Host may need to cancel a reservation. We understand that this can affect your plans in a big way. Rest assured that every booking made on Kukoto comes with protection for guests against significant issues, including Host cancellations within 30 days of check-in.

In the unlikely event a Host needs to cancel your booking within 30 days of check-in, you’ll automatically get a refund and we’ll help you find a similar or better home to rebook.

What to expect if your reservation is cancelled

When a cancellation occurs, we’ll inform you with full details, including your refund info. Refund times may differ depending on how you paid. If your cancellation happens within 30 days of check-in, we will assist you in rebooking a comparable or better listing.

As always, you can contact us if you need more help.

Unforeseen Circumstances Policy

Overview

This Unforeseen Circumstances Policy explains how cancellations are handled when unforeseen 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 affected by an event covered by this Policy can cancel their reservation and receive, depending on the circumstances, a cash refund, travel credit, and/or other consideration. Hosts that are affected by an event covered by this Policy can cancel without adverse consequences, but, depending on the circumstances, their calendars may be blocked for the dates of the cancelled reservation.

What events are covered

This Policy uses the term “Event” to refer to the following situations that occur after booking, are unforeseen at the time of booking, and prevent or legally prohibit completion of the reservation.

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 authorisation 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 travelling to, staying at, or returning from the Listing location. 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 weather or natural conditions that are common enough to be foreseeable in that location – for example, hurricanes occurring during hurricane season in Florida.

What is not covered

Everything else. This Policy only allows for cancellations for the Events described above. Everything else is excluded. Examples of situations that this Policy does not allow cancellations for include: unexpected disease, illness, or injury; government obligations like jury duty, court appearances or military duties; travel advisories or other government guidance (that fall short of a travel ban or prohibition); cancellation or rescheduling of an event for which the reservation was made; and transport disruptions unrelated to a covered Event like road closures, as well as flight, train, bus and ferry cancellations. If you cancel a reservation in these cases, the amount refunded will be determined by the cancellation policy that applies to the reservation.

What to do next

If we notify you or publish information confirming that this Policy applies to your reservation, please follow the cancellation instructions that we provide. If you believe this Policy applies to your reservation, please contact us to cancel your reservation. In all cases, you should be prepared to provide documentation that shows how the Event has affected you or your reservation.

If you have questions, please contact us.