StayMarta Cancellation Policies

Date updated: 6th June 2016

 

StayMarta requires hosts to choose from three standardized cancellation policies (Flexible, Standard, and Fixed) that we will apply to protect both guest and host alike. We will clearly state the cancellation policy on each listing and reservation on our website. Guests can cancel and review any penalties by viewing their travel plans and then clicking ‘Cancel’ on the appropriate reservation.

Flexible

  • The StayMarta service fee is non-refundable.
  • Cleaning fees are always refunded if the guest did not check in.
  • If there is a complaint from either party, notice must be given to StayMarta within 24 hours of check-in.
  • StayMarta will mediate when necessary, and has the final say in all disputes.
  • A reservation is officially canceled when the guest clicks the cancellation button on the cancellation confirmation page, which they can find in Dashboard > Your Trips > Change or Cancel.
  • Cancellation policies may be superseded by the Guest Refund Policy, safety cancellations, or extenuating circumstances. Please review these exceptions.
  • Applicable taxes will be retained and remitted.

For a full refund, cancellation must be made a full 24 hours prior to listing’s local check in time (or 2:00 PM if not specified) on the day of check in. For example, if check-in is on Friday, cancel by Thursday of that week before check in time.

If the guest cancels less than 24 hours before check-in, the first night is non-refundable.

If the guest arrives and decides to leave early, the nights not spent 24 hours after the official cancellation are 100% refunded.

Standard

  • The StayMarta service fee is non-refundable.
  • Cleaning fees are always refunded if the guest did not check in.
  • If there is a complaint from either party, notice must be given to Marta within 24 hours of check-in.
  • StayMarta will mediate when necessary, and has the final say in all disputes.
  • A reservation is officially canceled when the guest clicks the cancellation button on the cancellation confirmation page, which they can find in Dashboard > Your Trips > Change or Cancel.
  • Cancellation policies may be superseded by the Guest Refund Policy, safety cancellations, or extenuating circumstances. Please review these exceptions.
  • Applicable taxes will be retained and remitted.

For a full refund, cancellation must be made five full days prior to listing’s local check in time (or 2:00 PM if not specified) on the day of check in. For example, if check-in is on Friday, cancel by the previous Sunday before check in time.

If the guest cancels less than 24 hours before check-in, the first night is non-refundable.

If the guest arrives and decides to leave early, the nights not spent 24 hours after the official cancellation are 100% refunded.

Fixed

  • The StayMarta service fee is non-refundable.
  • Cleaning fees are always refunded if the guest did not check in.
  • If there is a complaint from either party, notice must be given to Marta within 24 hours of check-in.
  • StayMarta will mediate when necessary, and has the final say in all disputes.
  • A reservation is officially canceled when the guest clicks the cancellation button on the cancellation confirmation page, which they can find in Dashboard > Your Trips > Change or Cancel.
  • Cancellation policies may be superseded by the Guest Refund Policy, safety cancellations, or extenuating circumstances. Please review these exceptions.
  • Applicable taxes will be retained and remitted.

For a full refund, cancellation must be made seven full days prior to listing’s local check in time (or 2:00 PM if not specified) on the day of check in. For example, if check-in is on Friday, cancel by Friday of the previous week before check in time.

If the guest cancels less than 24 hours before check-in, the first night is non-refundable.

If the guest arrives and decides to leave early, the nights not spent 24 hours after the official cancellation are 100% refunded.

 

We understand that unexpected situations can sometimes prevent you from taking a trip that you’ve already planned. If you’re unable to change the dates of your trip and need to cancel, it’s important to do so as soon as possible.

Depending on the situation, you may be eligible for a refund outside of your host’s cancellation policy—which can be found on your trip itinerary. Such cases will be contingent on proper documentation, where valid.

What’s covered?

  • Serious illness or serious illness in the family
  • Natural disaster in the destination country
  • Death in the family
  • Civil obligations
  • Political unrest in the destination country

What’s not covered?

  • Flight cancellations due to something other than a natural disaster
  • Lost baggage
  • Death of someone other than an immediate family member
  • Loss of employment