Please carefully read our cancellation policy. Our team and hosts are instructed to follow this policy and rules and you should not expect exceptions to be made.
This cancellation policy applies to the final, all-in price of your reservation, which is non-refundable except in the following cases:
- If your reservation check-in date is more than 14 days away, you may cancel within 48 hours of payment to receive a full refund minus credit card processing fees.
- If you cancel more than 14 days (defined as greater than 336 hours) before your reservation check-in date, you will receive a 50% refund.**
- If you cancel less than 14 days (less than 336 hours) before your reservation check-in date, you will not receive any refund
The circumstances above do not apply in the case of Holiday Bookings, which are 100% non-refundable and non-cancelable. Holiday Bookings are defined as any reservations that include the Thursday to Sunday of the U.S. Thanksgiving, reservations that include Semana Santa, reservations that include dates between Dec. 15th and Jan. 10th, and reservations that overlap with any Dia de Los Muertos (Day of the Dead) dates, defined as between October 27 and November 3.
If any date of the booking falls on these stated Holidays, the full booking is 100% non-refundable and non cancelable, with no consideration of the cancellation request date.
To submit a cancellation, you must email us as
[email protected] with the subject line set as "Cancellation Request"
**In the case that you paid via Split Payment (if available at the time of your booking), and you are eligible for a 50% refund per the terms above, we will halt your scheduled second payment if it has not already been made. You will not receive a refund on your first payment.