Extenuating Circumstances

In the rare instance where an extenuating circumstance requires a guest to cancel their confirmed reservation, Pillow may override the defaulted strict cancellation policy and provide a full refund to the guest. In this instance, no fees will be charged to the property owner or the guest for this cancelled reservation. 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
  • The guest has a serious injury that prevents them from being able to travel
  • 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

Proper documentation may include but is not limited to:

  • A doctor’s note of illness, injury or inability to travel
  • A copy of the death certificate or obituary of the lost family member
  • Letter from the court claiming jury duty or similar civil obligations
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