HouseTrip Guest Refund Policy
This HouseTrip Guest Refund Policy (“Guest Refund Policy”) applies to registered Guests who have booked and paid for a property listed by a Host on the HouseTrip website (“Site”) and have a Qualifying Claim related to a Minimum Quality Standard Issue as defined in this Guest Refund Policy. It forms part of the Booking Terms and uses capitalised terms defined in the Booking Terms or the Terms of Use.
1. Minimum Quality Standard Issue. A “Minimum Quality Standard Issue” means any one of the following:
(a) the Host of the property cancels a booking last minute, which is defined as a cancellation made 7 days or less before the check-in date of the relevant booking or fails to provide the Guest with access to the property (e.g., by providing the keys and/or a security code); or
(b) the property is not as described in its listing on the Site in some material aspect, such as: (i) the size of the property and/or number of bedrooms, bathrooms, kitchen or other rooms; (ii) type of property (private room or Entire property);(iii) facilities ticked or features mentioned in the listing description are not provided or do not function, such as kitchen appliances (fridge, oven, etc.),bathroom content (shower/bathtub, etc.), balcony, pool, and electrical, heating or air conditioning systems; or(iv) the physical location of the property (i.e. street, proximity to monuments, attractions, beaches or other landmarks); or
(c) on check-in, the property: (i) is not generally clean and sanitary; (ii) contains health and safety hazards that would be reasonably expected adversely to affect the Guest’s stay; or (iii) has vermin or contains pets not disclosed in the listing.
2. Requirements to place a Qualifying Claim. Only a Guest may submit a claim for a refund. A Claim is considered a “Qualifying Claim” when it relates to one or more of the Minimum Quality Standard Issues above, and meets each of the following conditions:
(a) the Guest must make the Claim through the Contact Us Form, choosing the “Help during Stay” topic or via telephone at 0203 544 0975;
(b) the Guest must clearly state their booking number and/or email address given when the Booking was made;
(c) the Guest must provide evidence of their claim such as photographs or videos and at Our request must provide Us with any additional information on the circumstances of the Minimum Quality Standard Issue;
(d) no member of the Guest’s party has directly or indirectly caused the Minimum Quality Standard Issue, whether through their action, omission or negligence; and
(e) the Guest must have made reasonable efforts to try to remedy the Minimum Quality Standard issue directly with their Host prior to making a Claim.
(f) the Guest must make the Claim within 24 hours of check-in. If the Claim relates to a Minimum Quality Standard Issue occurring after 24 hours of check-in, Guest must make the Claim as soon as reasonably possible.
3. Guest Refund Policy. HouseTrip will, at its discretion, either:
(a) refund the Guest part or all of the price paid by the Guest via the Site depending on the nature of their Qualifying Claim; or
(b) use its reasonable efforts to find and book another comparable (at HouseTrip’s reasonable decision) property for any unused nights left in the Guest’s stay. All determinations of HouseTrip with respect to this Guest Refund Policy, including without limitation the size of any refund, shall be final and binding on the Guest and Host concerned as between them and as between each of them and HouseTrip.
4. Host’s Responsibilities and Refunds to the Guest. Hosts should note that they are responsible for ensuring that the Properties they list on the Site are as described in the listing, meet standards regarding access, health & safety and cleanliness, and do not present any Guest with a Minimum Quality Standard Issue. During the 24-hour period following the Guest’s check-in, Hosts should be available, or make a third-party available, in order to try, in good faith, to resolve any issue. This Guest Refund Policy is without prejudice to any statutory rights that a Guest may have as between them and their Host.
The rights of the Guest under this Guest Refund Policy supersede the Cancellation Policy chosen by the concerned Host.
If you are a Host, and if:
(a) HouseTrip determines that a Guest has suffered a Minimum Quality Standard Issue related to a property you have listed on the Site; and
(b) HouseTrip either refunds that Guest any amount up to the price paid by the Guest through the Site for the property or provides an alternative property to the Guest, you agree that HouseTrip may off-set or reduce any Host Fee owed by HouseTrip to you by the amount paid or incurred by HouseTrip.
If the Guest remains in the property affected for part or all of their stay despite the Minimum Quality Standard Issue, the Guest will receive a refund that will reduce the amount of the Host Fee ultimately paid to you.
If the Guest is relocated to an alternative property, you may lose part or all of the Host Fee for the booking and you may be responsible for any reasonable additional costs incurred by HouseTrip to relocate the Guest to the alternative property.
In the event of one or more Minimum Quality Standards Issue(s), HouseTrip reserves the right to take additional measures. These additional measures include, but are not limited to:
(a) decreasing the quality score of the listing of the property affected;
(b) leaving a 1 star review for the property affected; cancelling upcoming bookings;
(c) delisting the property;
(d) recovering costs incurred including for administrative time spent in resolving the Minimum Quality Standard Issue(s); and/or
(e) charging the sum equal to 20% of the Host Fee to cover management costs incurred in resolving the Minimum Quality Standard Issue, which the Host and HouseTrip agree is a reasonable pre-estimate of the management costs that will be incurred.
If as a Host you wish to dispute the Qualifying Claim or provide details of extenuating circumstances such as, damage to the property from a cause outside your control, (“Extenuating Circumstances”) you must notify HouseTrip promptly in writing using the Contact Us Form and choosing the “Problem with a Booking” topic or via telephone at 0203 544 0975 and provide all relevant information and evidence such as photographs, video certificates, and/or copies of correspondence disputing the Qualifying Claim or detailing the Extenuating Circumstances, provided you must have used reasonable and good faith efforts to try to remedy the Minimum Quality Standard Issue with the Guest prior to disputing the Qualifying Claim or claiming Extenuating Circumstances.
All determinations of HouseTrip concerning this Guest Refund Policy, including without limitation the validity of the Qualifying Claim, the validity of Extenuating Circumstances and the amount to be refunded to the Guest, shall be final and binding on the Guest and Host concerned, as between them and as between each of them and HouseTrip.
