Cancellation & Refund Policy

The Pacific Luxe Stays Strict Cancellation & Refund Policy applies to every property on the Platform. Hosts do not set their own cancellation terms. The full terms are shown to the guest before payment, and the version that applied is stored with the booking. A later change to this policy does not alter a reservation that is already confirmed.

This policy describes amounts paid for a reservation through the Platform. Amounts are calculated by the Platform from the stored reservation, not entered by a guest or a host.

If a guest cancels within 24 hours after paying for a reservation, and the scheduled check-in date is still at least 7 full days away, the reservation is refunded in full, including the nightly accommodation charges, the cleaning fee, any refundable security deposit, applicable lodging taxes and any Platform charge shown to the guest.

Outside the grace period described above, refunds of accommodation charges are determined by when the cancellation happens relative to the scheduled check-in date:

14 or more days before check-in: the accommodation charges for the reservation are refunded in full.

7 to 13 days before check-in: 50% of the accommodation charges is refunded.

Less than 7 days before check-in: the accommodation charges are not refunded.

On or after the scheduled check-in, including where a guest does not arrive, unused nights are not refunded by default. A host may voluntarily approve a refund in that situation as described in section 7.

Where a reservation is cancelled before check-in and the stay does not happen, the cleaning fee is refunded in full. A cleaning fee is a charge for a service that is not performed when the stay does not occur, and it is not retained as a cancellation charge.

Where a reservation is cancelled before occupancy, a refundable security deposit is released in full unless there is a lawful, documented reason to withhold part of it under the Damage & Security Deposit Policy. A security deposit is never treated as cancellation revenue.

Lodging, transient occupancy and similar taxes are recalculated against the accommodation amount actually retained, and the corresponding tax collected from the guest is refunded where that tax is no longer due. Where the host is the party responsible for collecting and remitting the tax, the refund is made from the payment account that received it.

Where a refund is issued, the Pacific Luxe Stays marketplace fee is returned in the same proportion as the refunded portion of the nightly accommodation subtotal and the cleaning fee. A full refund of those amounts returns the whole fee; a 50% refund returns half; a cancellation that refunds no accommodation charges does not automatically return the fee.

A guest may ask the host to refund more than this policy guarantees, and may explain the reason for the request. That decision belongs to the host, who may decline it or approve an additional amount up to the amount still refundable on the reservation. Pacific Luxe Stays facilitates the request, executes an approved refund through the payment system, and records the request, the decision, the amount and the payment result. Pacific Luxe Stays does not decide the request for the host and does not guarantee any outcome.

Where a host cancels a confirmed, paid reservation, the guest is refunded in full: the nightly accommodation charges, the cleaning fee, any refundable security deposit, the associated lodging taxes and any Platform charge shown to the guest. The corresponding marketplace fee is returned. A host may not rely on this policy to retain a guest's payment for a reservation the host cancelled. Repeated host cancellations are flagged for review and may lead to listing or account consequences.

Pacific Luxe Stays may override the ordinary operation of this policy where reasonably necessary in a specific situation, including where: the property is materially unavailable or unusable; the listing materially misrepresented the property; there is a serious health or safety issue; there is fraud or suspected fraud; a charge was duplicated or made in error; there has been a violation of Platform policies; the host cancelled the reservation; applicable law requires a different outcome; or a payment processor or card network requires it.

This is a limited power exercised for the reasons listed above. It is not a general right to retain a guest's money or to compel a refund for any reason, and it does not limit rights that apply under mandatory law.

Date, guest-count and other changes are subject to availability, the host's approval and any resulting price difference. A no-show is treated as a cancellation at the scheduled check-in time unless applicable law provides otherwise.

Approved refunds are issued to the original payment method through Stripe. The time a refund takes to appear depends on the guest's bank or card issuer and is outside our control. Partial refunds occur where only part of a reservation is refundable.

Nothing in this policy limits refund or cancellation rights that apply under mandatory law. Where an event outside reasonable control prevents a stay, we will apply this policy fairly and in accordance with applicable law.