Options d'annulation

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
Vos projets ont changé et vous devez annuler votre réservation. Pas de problème, nous comprenons ! Chaque propriété est différente et chaque propriétaire a sa propre politique. Vous pouvez vérifier la politique d'annulation sur la page de la propriété dans la section "Règles de la maison - Politique d'annulation". En général, pour pouvoir annuler et obtenir un remboursement, le montant de la location doit être payé en totalité (les arrhes ne sont pas remboursables) et la date d'enregistrement de la réservation doit se situer dans la période spécifiée sur la page de la propriété dans la section "Règles de la maison - Politique d'annulation" ou plus de 8 semaines à l'avance.

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.

Contactez nous 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 nous contacter. 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

Bien que cela soit rare, il arrive qu'un hôte doive annuler une réservation. Nous comprenons que cela peut affecter vos projets de manière importante. Soyez assuré que chaque réservation effectuée sur Kukoto est assortie d'une protection pour les hôtes contre les problèmes importants, y compris les annulations d'hôtes dans les 30 jours précédant l'enregistrement.

Dans le cas improbable où un hôte devrait annuler votre réservation dans les 30 jours précédant votre arrivée, vous serez automatiquement remboursé et nous vous aiderons à trouver un logement similaire ou de meilleure qualité à réserver à nouveau.

What to expect if your reservation is cancelled

En cas d'annulation, nous vous informerons de tous les détails, y compris des informations relatives au remboursement. Les délais de remboursement peuvent varier en fonction du mode de paiement. Si l'annulation a lieu dans les 30 jours suivant l'enregistrement, nous vous aiderons à réserver un logement comparable ou de meilleure qualité.

Comme toujours, vous pouvez nous contacter si vous avez besoin d'aide.

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 nous contacter.