Reservation Cancellations, Alterations and Refunds

Cancellation Policies

All Pillow listings have been set to enforce a "strict" cancellation policy, unless the reservation falls under the long term policy.

Strict: 50% refund if cancelled 1 week or more prior to arrival

    • Cleaning fees are always refunded if the guest does not check in
    • Booking platform (Airbnb, Homeaway, etc) service fees are non-refundable
    • Nights not used are non-refundable if guest cancels less than seven days prior to check-in
    • Nights not used are non-refundable if guest arrives and decides to leave early

Long Term: First month down payment, 30 day notice for lease termination

    • This cancellation policy applies to all Airbnb reservations of 28 nights or more
    • Cleaning fees are always refunded if the guest does not check in
    • Airbnb service fees are non-refundable
    • The first payment is paid to the host in full if the guest books a long term stay and decides to cancel prior to the start date
    • If a guest decides to cancel the long term agreement during their stay, the guest must use the online alteration tool in order to agree on a new check-out date. However, regardless of the new check-out date, the guest is required to pay the host for the 30 days following the cancellation date, or up to the end date of the guest's original reservation, if the remaining days of the original reservation is less than 30 days.

Airbnb reservations are only officially cancelled when the guest clicks the cancellation button on the cancellation confirmation page.

To cancel a HomeAway/VRBO reservation, please submit a request to Pillow to cancel your reservation.

 

Shortening a stay or altering a reservation

As noted above, if a guest decides to shorten a stay or leave a property earlier than the booked check out date, the unused nights are subject to the cancellation policy.

If you realize you need to alter the dates of your future reservation, please submit a request to Pillow so that we may assist you in altering your reservation, and inform you about any cancellation fees.

 

Extenuating circumstances

Things happen - we know that.  In the rare instance where extenuating circumstances arise, a guest may need to cancel a confirmed reservation. In this instance, Pillow may waive the cancellation policy and make refund decisions. Such cases will be contingent on proper documentation, where valid, and include:

  • There's a death in the guest's family
  • The guest has a serious illness or there's a serious illness in their family
  • There's a natural disaster in the destination country
  • There's political unrest in the destination country
  • The guest has jury duty or other similar civil obligations
If any of these situations occur, please submit a request to Pillow so that we may assist you.

 

Host Cancellations

Sometimes it's necessary for a host to cancel a confirmed reservation.  Things like emergency property maintenance, personal circumstances, or even a host taking their property off the short-term rental market completely can all cause a host to cancel a confirmed reservation. In the rare occasion that your reservation is canceled by the host, Pillow will ensure that a full refund is processed to your account. Depending on your financial institution, please allow 3-5 business days for these funds to be available in your account. If you wish to re-book a different property, please return to the listing platform where you your booked your original reservation.  

 

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