Cancellation Policy

Bookings made through Airbnb, Booking.com, VRBO, or other platforms: The platform’s cancellation policy governs the booking and refunds. We will assist, but final refunds/fees are processed according to that platform’s rules. (Platforms have differing windows and refund rules — see Platform Notes).

Bookings made on our website (direct bookings): The policy below (our Host Policy) applies.

Direct-Booking – Cancellation Timeframes & Fees

Important: All times are relative to the local property check-in time on the arrival date.

When a guest cancels (direct booking)	Refund / Fee
Within 24 hours of booking AND booking was made ≥ 10 days before check-in	Full refund (nightly rate + taxes + fees). No penalty. (Aligns with current guest-friendly industry norms.)
More than 30 days before check-in	Full refund minus a $50 administration fee (or 5% of booking total, whichever is greater).
14–30 days before check-in	50% refund of total booking (we retain 50% as cancellation fee plus any non-refundable charges).
10–14 days before check-in	25% refund of total booking.
Less than 10 days before check-in	No refund (booking paid in full).
Non-refundable / discounted bookings	No refunds unless otherwise required by law or platform rules (we’ll clearly mark these at booking).

Cancellation Fees — What We Charge and Why

• Administration fee: $50 or 5% of the booking total (whichever is greater) for refunds issued more than 24 hours after booking. This covers payment fees and admin work.
• Partial/percentage fees: Applied according to the table above (50% / 25% etc.).
• Cleaning fees: If the guest never checks in and the property was not used, the cleaning fee will be refunded for direct bookings. If the guest checks in and leaves early, the cleaning fee is retained to cover the service. (This is also common on platform policies.)

Refund Process & Timing

When refunds arrive: We initiate refunds within 3 business days of cancellation confirmation. Most refunds complete in 7–15 business days depending on the guest’s bank or card issuer and payment type; some payment methods can take up to 30 business days (see platform/processor notes). We will notify you by email when the refund is issued and provide the expected timeline.

How refunds are issued: Refunds are processed to the original payment method. If a payment method is unavailable, we will contact the guest to arrange an alternative payout method.

Host- or Provider-Initiated Cancellations

• If we must cancel a confirmed reservation (e.g., property emergency), we will:
  1. Notify the guest immediately and provide assistance to find comparable lodging.
  2. Issue a full refund promptly (including any taxes and fees).
  3. If the booking was made through a platform, we follow that platform’s requirements and compensation rules.

Exceptions & force majeure

We make exceptions in the following cases:

• Force majeure / travel bans / government restrictions: We follow platform guidance where applicable; for direct bookings we will review case-by-case and offer full or partial refunds or credits toward future stays.
• Serious illness / documented emergency: We will consider refunds or rebooking credits if you provide verifiable documentation; any exceptions are at our discretion and handled case-by-case.
• Long-term stays (28+ nights): Cancellation terms for long stays may differ; specific contract terms apply and will be clearly stated at booking.
• Non-refundable reservations: Prepaid, discounted non-refundable rates are not eligible for refund except where required by law or platform rules.

Platform notes (Airbnb / Booking.com / Vrbo)

• Airbnb: Airbnb offers a set of standard policies, and more guest-friendly windows have recently been introduced (including a standard 24-hour free cancellation window for certain bookings). For reservations made on Airbnb, refunds and fees follow Airbnb’s policy as shown on the reservation. We will assist, but final actions and timelines are controlled by Airbnb.
• Booking.com: Hosts set cancellation policies per rate plan; Booking.com supports flexible or non-refundable options. For Booking.com reservations, we follow the cancellation policy tied to that reservation.
• Vrbo: Vrbo uses a few standard policy templates (e.g., 100% refund 30 days prior, 50% 14–30 days, etc.). Host-initiated cancellations can trigger penalties under Vrbo rules; Vrbo may deduct fees from future payouts. For Vrbo bookings we will follow the specific property policy shown at booking.

How to cancel (Guest Steps)

1. Find your reservation details (confirmation email or booking reference).
2. Direct bookings: Email info@serenestayventures.com and call our bookings line at (772) 271-7055 (or use the “Manage Booking / Cancel” link on our website). Include your reservation ID, guest name, and reason for cancellation. We’ll confirm within 24 hours.
3. Platform bookings: Cancel through the platform (Airbnb/Booking.com/Vrbo) or contact us and we’ll assist, but the platform controls the refund. Provide your booking reference and any supporting documents if requesting an exception.
4. If you need rapid help: For urgent cancellations within 48 hours of check-in, call our emergency line at (772) 271-7055 for fastest response. (Phone hours: 8:00 a.m. – 8:00 p.m. local time; email monitored)