Does the Extenuating Circumstances Policy apply to my booking during the COVID-19 pandemic?

Tip: You must meet certain conditions to cancel under our Extenuating Circumstances Policy, but you can always cancel according to our cancellation policy.

Our official article explains in detail how the Extenuating Circumstances Policy applies to cancellations due to COVID-19.

Here’s a summary to help you determine if your booking is eligible.

Your booking is eligible if all of the following are true

  • You booked before July 1, 2020
    • and the check-in date is before July 1, 2020
    • and you haven’t already canceled it
    • and you haven’t already checked in
    • and the pandemic is preventing you from completing your booking

If all those things are true, you can cancel your booking and contact us to file a claim. To cancel under the policy, you’ll need to document or attest that you're unable to complete your booking because of COVID-19.

Note: If you're sick with COVID-19, you can cancel under the policy regardles of your booking details by contacting us. You'll be asked to verify this with documentation.

Your booking is not eligible if you're canceling because of COVID-19 and any of the following are true

  • It was booked on or after July 1, 2020
  • The check-in date is on or after July 1, 2020
  • It was already cancelled or
  • You already checked in

If you’re not eligible and you cancel, your refund is determined by our cancellation policy. In this case, host payouts and guest refunds are released according to our cancellation policy which you agreed to when you booked.

Note: When a booking is cancelled, thisopenspace releases any payout due to the host and any refund due to the guest according to our cancellation policy. For that reason, bookings that are cancelled before coverage was announced or extended will not be reconsidered.

Additional options if your booking isn’t eligible

If your plans are flexible, you might consider working with your host to change the booking to a later date.

You can also reach out to your host to request an additional refund, and if they agree, contact us to safely transfer money to you.

Did this answer your question? Thanks for the feedback There was a problem submitting your feedback. Please try again later.

Still need help? Contact Us Contact Us