Refund Policy

Clear guidelines on refunds for our guests and hosts

Effective Date: May 7, 2025

What happens if a Host cancels before check-in

If a host cancels a reservation prior to check-in, their guest is entitled to a full refund, including all service fees. We will also assist the guest in finding alternative accommodations, depending on availability at comparable pricing.

Booksini.com will generally connect the guest's original payment method to respective guest's booking records to facilitate immediate refund for cancelled booking or future refund upon request by the guest.

Hosts who cancel bookings may be subject to penalties including listing visibility reduction, cancellation fees, and calendar blocking.

What happens if another Reservation Issue disrupts a stay

Guests must report a reservation issue within 48 hours after check in date. If an issue prevents a guest from checking in or requires them to leave a property early, the amount refunded depends on several factors including the severity of the Reservation Issue, the impact on the guest, when during the stay the issue is reported, other mitigating factors, and the strength of evidence provided of the Reservation Issue.

What Reservation Issues are covered

The term "Reservation Issue" refers to these situations:

Host cancels the reservation prior to check-in
The accommodation is not exist
Host fails to provide their guest access to the accommodation
Accommodations are not habitable at check-in, including but not limited to any of these reasons:
- Not reasonably clean and sanitary
- Contains safety or health hazards
Accommodation is materially different from that advertised, including but not limited to any of the following reasons:
- Inaccurate room type (e.g. entire place, private room, or shared room)
- Inaccurate location of the accommodation
- Inaccurate number of rooms (e.g. bedrooms, bathrooms, and kitchens)
- The listing indicates that the Host, another person, or a pet will not be present during the stay, but they are
- Special amenity or feature advertised in the Listing is inoperative or does not function (e.g. pool, hot tub, major appliance, heating, and air conditioning systems)

Key Points of the Policy

Reporting Timeframe

Guests must report any reservation-related issues within 48 hours of their check-in date.
If they fail to report within this window, they may not be eligible for assistance.

Types of Issues Covered

Problems that prevent check-in (e.g., property not available, wrong listing, unsafe conditions).
Issues that force an early departure (e.g., major maintenance problems, health hazards).

Possible Solutions

Depending on the situation, the guest may receive:

A partial or full refund (based on how severe the issue is).

Factors Considered in Resolutions

The amount refunded or level of help provided depends on:

Severity of the issue (e.g., no running water vs. minor inconvenience).
Impact on the guest (e.g., stranded late at night vs. minor discomfort).
When the issue was reported (earlier reports may get better support).
Mitigating factors (e.g., weather emergencies, host responsiveness).
Evidence provided (photos, videos, messages, or documentation proving the issue).

Example Scenarios

No Check-In Possible: If a guest arrives and the property is double-booked or unsafe, they may get a full refund.
Early Departure Needed: If a guest must leave due to a major problem (e.g., major maintenance problems), they may get a refund for unused nights.
Late Reporting: If a guest reports an issue after 48 hours, they may receive little or no compensation.

What Guests Should Do

Report immediately (within 48 hours) via the platform's official channels.
Provide evidence (photos, videos, messages, documentations with the host).

How to request a refund

To request assistance of a refund, the guest who made the reservation must contact us within 48 hours from check in date. We may require proof through photos, videos, or other documentation, or confirmation of the conditions by the Host, which we will use to help determine whether a Reservation Issue has occurred.

How this Policy affects Hosts

If a Host cancels a reservation or another Reservation Issue disrupts a guest's stay, the Host will receive no payout or will have their payout reduced by the amount refunded to the guest.

In most circumstances we will attempt to confirm a guest's reported concerns with their Host. Hosts can also dispute a guest's assertion of a Reservation Issue by contacting us.

Important Things to Know About This Policy

1. This Policy Overrides Host Cancellation Rules Policy

If you report a booking problem under this policy, it replaces the host's cancellation policy (unless you resolve the issue directly with the host).

You can still try to work things out with the host first if necessary.

2. Possible Solutions

You may get a refund or other help (either from us or the host).

3. Late Reporting (After 48 Hours)

Normally, you must report issues within 48 hours of check-in.

But if you couldn't report on time (for a good reason), we may still help—just explain why.

4. No Fake Reports

If you lie about a problem, your account could be banned.

5. Our Decision is Final (But You Still Have Other Rights)

Our solution under this policy is final, but it doesn't take away your legal rights.

You or the host can still take legal action if needed.

6. Who This Policy Applies To

Only the guest who booked and the host—rights can't be transferred to someone else.

Covers property stays only (not Experiences, travel credits, or gift cards).

7. Policy Updates

Any changes to this Policy will be made in accordance with our Terms of Service.

If you have questions about this policy, please contact our support team.

Canceling your stay

Our rebooking and refund policy can help cover situations when the listing or amenities are not as advertised.

Find your host's cancellation policy

The amount of any refund depends on the cancellation policy for the reservation and the time and reason for cancellation.

Request a partial or full refund from your host

Before requesting any refund, you should contact your host through our Reservation Center.