Submitting a fraudulent report violates our Terms of Service and may result in account termination. Experiences Issues that are caused by the guest, co-travelers, or their invitees or pets are not covered by this Policy. Where a guest demonstrates that timely reporting of an Experiences Issue was not feasible, we may allow for late reporting of the Experiences Issue under this Policy. We may reduce the amount of any refund under this Policy to reflect any refund or other relief provided directly by a Host. In connection with resolving the issue, guests can request refunds directly from Hosts using the resolution center. Before submitting a request for a refund, whenever feasible, the guest must notify the Host and try to resolve the Experiences Issue directly with their Host.
When this Policy applies, it controls and takes precedence over the reservation’s cancellation policy. This Policy applies to all reservations made on or after the Effective Date.
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