We may be able to give you a refund or waive the penalties if you have to cancel because of an unexpected circumstance that’s out of your control. Below is a list of circumstances covered by our Extenuating Circumstances Policy. Before you cancel, check that your circumstance is included in the list below and that you can provide the required documentation.
Death of the host booking the reservation, guest, or their immediate family member. You’ll be asked to provide one of these documents:
Serious illness of a host, guest, or any member of the traveling party. You’ll be asked to provide a general statement from a physician confirming that the person can’t travel. The statement must be dated after the reservation was booked.
Government-mandated obligations including jury duty, travel restrictions, court appearances, and military deployment. You’ll be asked to provide a copy of the official notice dated after the reservation was booked, including the name of the person fulfilling the obligation.
Severe damage to the conference room that makes it unsafe to host guests, or that prevents guests from accessing basic amenities like running water. This doesn’t include planned renovations. You’ll be asked to provide all of the following documents:
Airport and road closures that make it impossible for the tenant hosting the reservation to travel to their destination. This includes closures caused by natural disasters like earthquakes or severe storms. You’ll be asked to provide a notice of the road closure, or notice of the airport closure and proof that the flight was canceled.
There’s no required documentation for these circumstances, but our specialized team will review each case to confirm that you’re directly affected.
Changes to visa or passport requirements that make it impossible to travel to the destination. This doesn’t include lost or expired travel documents.
Natural disasters that prevent the guest from traveling to or from the destination, or that make it unsafe to host guests. Examples include:
Severe security advisories for political or civil unrest in the area that the booking host is traveling from, or the location of RVC Offices. Examples include:
Endemic disease or illness that suddenly affects a region or an entire group of people. This doesn’t include existing diseases that are associated with an area. Examples of endemic disease include:
This 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.
If you’ve confirmed your circumstance meets the requirements above, first contact us to file a claim. We’ll walk you through the next steps, which will include submitting any required documentation and waiting for our team to review your case. Claims must be submitted within 14 days of the extenuating circumstance.
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