Rebooking and Refund Policy

This Rebooking and Refund Policy explains how we will assist with rebooking a reservation and how we handle refunds when a Host cancels a reservation or another Travel Issue disrupts a stay.

What happens if a Host cancels before check-in

If a Host cancels a reservation prior to check-in, their guest will automatically receive a full refund. If a Host cancels 30 days or less prior to check-in, and the guest contacts us, we will also assist the guest with finding comparable or better accommodations.

What happens if another Travel Issue disrupts a stay

Other Travel Issues must be reported to us no later than 72 hours after discovery. If we determine that a Travel Issue has disrupted the stay, we will provide a full or partial refund and, depending on the circumstances, may assist the guest with finding comparable or better accommodations. The amount refunded 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 decides to vacate the accommodations because of the 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.
  • Host fails to disclose in the Listing that the Host, another person, or a pet will be present during the stay.
  • 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 home type (e.g. entire home, private room or shared room).
    • Incorrect type or number of rooms (e.g. bedrooms, bathrooms and kitchens).
    • 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).

How claims work

To be eligible for rebooking assistance or a refund, the guest who made the reservation may submit a claim by contacting us. 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 or another Travel Issue disrupts a stay, the Host will either receive no payout or will have their payout reduced by the amount of the refund to their guest. 

In most circumstances we will attempt to confirm a guest’s claim with their Host. Hosts can also dispute a Travel Issue by contacting us.

Other things to be aware of

This Policy applies to all reservations made on or after the Effective Date. When this Policy applies, it controls and takes precedence over the reservation’s cancellation policy. Before submitting a claim, whenever feasible, the guest must notify the Host and try to resolve the Travel Issue directly with their Host. In connection with resolving the issue, guests can request refunds directly from Hosts using the resolution centre. 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.


Koh-Lanta.org Guest Refund Policy

Effective as of: December 15, 2019

These terms and conditions govern Koh-Lanta.org’s policy for Guest refunds (“Guest Refund Policy”) and the obligations of the Host associated with the Guest Refund Policy. The Guest Refund Policy applies in addition to Koh-Lanta.org Terms of Service (“Koh-Lanta.org Terms”). The Guest Refund Policy is available to Guests who book and pay for an Accommodation through the Koh-Lanta.org Platform and suffer a Travel Issue (as defined below).

By using the Koh-Lanta.org Platform as a Host or Guest, you are indicating that you have read and that you understand and agree to be bound by this Guest Refund Policy.

1. Travel Issue

A “Travel Issue” means any one of the following:

(a) the Host of the Accommodation (i) cancels a booking shortly before the scheduled start of the booking, or (ii) fails to provide the Guest with the reasonable ability to access the Accommodation (e.g. does not provide the keys and/or a security code).

(b) the Listing’s description or depiction of the Accommodation is materially inaccurate with respect to:

  • the size of the Accommodation (e.g., number and size of the bedroom, bathroom and/or kitchen or other rooms),
  • whether the booking for the Accommodation is for an entire home, private room or shared room, and whether another party, including the Host, is staying at the Accommodation during the booking,
  • special amenities or features represented in the Listing are not provided or do not function, such as decks, pools, hot tubs, bathrooms (toilet/shower/bathtub), kitchen (sink/stove/refrigerator or major other appliances), and electrical, heating or air conditioning systems, or
  • the physical location of the Accommodation (proximity).

(c) at the start of the Guest’s booking, the Accommodation: (i) is not generally clean and sanitary (including unclean bedding and/or bathroom towels); (ii) contains safety or health hazards that would be reasonably expected to adversely affect the Guest’s stay at the Accommodation in Airbnb’s judgment, or (iii) has vermin or contains pets not disclosed in the Listing.

What qualifies as a Travel Issue is described in more detail in the Guest Refund Policy Help Center article.

2. The Guest Refund Policy

If you are a Guest and suffer a Travel Issue, you are covered by this policy as follows:

Up to 24 hours after check-in. If you report a Travel Issue up to 24 hours after check-in, we agree, at our discretion, to either (i) reimburse you the amount paid by you through the Koh-Lanta.org Platform (“Total Fees”), or (ii) use our reasonable efforts to help you find and book for any unused nights left in your booking another Accommodation which is reasonably comparable to or better than the Accommodation described in your original booking in terms of size, rooms, features and quality. Koh-Lanta.org shall decide whether an issue reported by a Guest qualifies as a Travel Issue, whether to reimburse or rebook a Guest who suffers a Travel Issue, and whether an alternate Accommodation is comparable or better.

More than 24 hours after check-in. If you report a Travel Issue more than 24 hours after check-in, we agree, at our discretion, to either (i) reimburse you up to the Total Fees depending on the nature of the Travel Issue suffered, or (ii) use our reasonable efforts to help you find and book another Accommodation for any unused nights left in your booking which is reasonably comparable to the Accommodation described in your original booking in terms of size, rooms, features and quality.

Airbnb’s decisions under the Guest Refund Policy are final and binding on Guests and Hosts but do not affect other contractual or statutory rights you may have. Any right that you may have to initiate legal action remains unaffected.

3. Conditions for making a Claim

To submit a valid claim for a Travel Issue and receive the benefits with respect to your booking, you are required to meet each of the following conditions:

(a) you must be the Guest that booked the Accommodation;

(b) you must report the Travel Issue to us in writing or via telephone within 24 hours of discovering the existence of the Travel Issue, and you must provide us with information (including photographs, videos, or other written or tangible evidence) about the Accommodation and the circumstances of the Travel Issue;

(c) you must respond to any requests by us for additional information or cooperation on the Travel Issue within the time specified by Koh-Lanta.org;

(d) you must not have directly or indirectly caused the Travel Issue (through your action, omission or negligence);

(e) unless otherwise specified by Koh-Lanta.org or Koh-Lanta.org advises you that the Travel Issue cannot be remediated, you must use reasonable efforts to try to remedy the circumstances of the Travel Issue with the Host; and

(f) in order to receive a reimbursement of Total Fees or assistance with booking an alternative Accommodation, you must agree to vacate the Accommodation. If you choose to stay in the Accommodation, you may still qualify for a partial refund at Airbnb’s discretion as described in this policy (regardless of whether you reported the Travel Issue up to 24 hours after check-in).

4. Minimum Quality Standards, Host Responsibilities and Reimbursement to Guest

4.1 If you are a Host, you are responsible for ensuring that the Accommodations you list on the Airbnb Platform are accessible, adequately and accurately described in the Listing description, safe and clean, and do not present a Guest with Travel Issues, as specified in these terms and in the Guest Refund Policy Help Center article. During a Guest’s stay at an Accommodation, Hosts should be available, or make a third-party available, in order to try, in good faith, to resolve any Travel Issues or other Guest issues.

4.2 If you are a Host, and if (i) Airbnb determines that a Guest has suffered a Travel Issue related to an Accommodation listed by you and (ii) Airbnb either reimburses that Guest (up to their Total Fees) or provides an alternative Accommodation to the Guest, you agree to reimburse Airbnb up to the amount paid by Airbnb within 30 days of Airbnb’s request. If the Guest is relocated to an alternative Accommodation, you also agree to reimburse Airbnb for reasonable additional costs incurred to relocate the Guest. You authorize Airbnb Payments to collect any amounts owed to Airbnb by reducing your Payout or as otherwise permitted pursuant to the Payments Terms.

4.3 As a Host, you understand that the rights of Guests under this Guest Refund Policy will supersede your selected cancellation policy. If you dispute the Travel Issue, you may notify us in writing or via telephone and provide us with information (including photographs or other evidence) disputing the claims regarding the Travel Issue. In order to dispute a Travel Issue, you must use reasonable and good faith efforts to try to remedy any Travel Issue with the Guest unless Koh-Lanta.org advises you that the Travel Issue cannot be remediated or the Guest has vacated the Accommodation.

5. General Provisions

5.1 No Assignment/No Insurance. This Guest Refund Policy is not intended to constitute an offer to insure, does not constitute insurance or an insurance contract, does not take the place of insurance obtained or obtainable by the Guest, and the Guest has not paid any premium in respect of the Guest Refund Policy. The benefits provided under this Guest Refund Policy are not assignable or transferable by you.

5.2 Modification or Termination. Koh-Lanta.org reserves the right to modify or terminate this Guest Refund Policy, at any time, in its sole discretion. If Koh-Lanta.org modifies this Guest Refund Policy, we will post the modification on the Koh-Lanta.org Platform or provide you with notice of the modification and Koh-Lanta.org will continue to process all claims for Travel Issues made prior to the effective date of the modification according to the then applicable policy.

5.3 Entire Agreement. This Guest Refund Policy constitutes the entire and exclusive understanding and agreement between Airbnb and you regarding the Guest Refund Policy and supersedes and replaces any and all prior oral or written understandings or agreements between Airbnb and you regarding the Guest Refund Policy.

6. Contacting Koh-Lanta.org

If you have any questions about the Guest Refund Policy, please email us.

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