If a host or guest needs to cancel a reservation, it’s their responsibility to cancel as soon as possible. At times, certain circumstances outside of a host or guest’s control can impact their ability to meet the terms of a reservation.
In rare instances, if Space Next Door determines that a Guest’s reason for cancellation falls within Space Next Door’s Extenuating Circumstances Policy, Space Next Door may override the Host's cancellation penalty policy and make refund decisions. If Space Next Door determines that a Host’s reason for cancellation falls within Space Next Door’s Extenuating Circumstances policy, Space Next Door may waive the host cancellation penalties outlined in it.
What might be covered?
Valid extenuating circumstances include:
- Unexpected death or serious illness of a host, guest or immediate family member
- Serious injury that directly restricts a guest’s ability to travel or a host’s ability to host
- Significant natural disasters or severe weather incidents impacting the location of destination or location of departure
- Severe property damage or unforeseen maintenance issues that directly impact the ability to host safely
- Government-mandated obligations issued after the time of booking (ex: jury duty)
If you need to make a claim
Claims can only be considered after a reservation has been cancelled. Once you have informed your host or guest and cancelled a reservation, if you feel that your reason for cancellation is covered by Space Next Door’s Extenuating Circumstances Policy, contact us at firstname.lastname@example.org for consideration. We generally require claims to be submitted no later than 14 days from the original check-in date and we may require valid supporting documentation.