Refund Percentage (%)
Severity Level
Issue Type
10%
Minor
Appliance malfunction
20%
Moderate
Appliance malfunction
40%
Severe
Appliance malfunction
12%
Minor
Cleaning issue
25%
Moderate
Cleaning issue
50%
Severe
Cleaning issue
Refund Percentage (%)
Unprepared Duration
10% + 1-hour late checkout compensation
1 hour
20% + 1-hour late checkout compensation
2 hours
30%
3 hours
40%
4 hours
50%
5 hours
Refer to management
6 hours or more
Refund Percentage (%)
Duration of Outage
10% / 5% for next booking
1 hour
15% / 15% for next booking
2 hours
20% / 30% for next booking
3 hours
45%
4 hours
65%
5 hours
80%
6 hours
90%
7 hours
100%
8 hours or more
Refund Percentage (%)
Duration of Outage
0% / 10% for next booking
1 hour
0% / 20% for next booking
2 hours
20% / 40% for next booking
3 hours
60%
4 hours
70%
5 hours
85%
6 hours
100%
7 hours or more
Duration Calculation
- The duration is counted from the moment the guest becomes aware of the issue.
- If the guest is not present in the unit at the time of the issue, the duration is not counted.
Severity Level
Description
Minor
Malfunction of a non-essential appliance (e.g., coffee machine)
Moderate
Malfunction of an essential appliance (e.g., refrigerator) but an alternative is available
Severe
Malfunction of an essential appliance with no alternative (e.g., air conditioner)
Refund Policy for Functional Issues and Cleaning
- Appliance malfunction:
- Minor: 10% refund
- Moderate: 20% refund
- Severe: 40% refund
- Cleaning issue:
- Minor: 12% refund
- Moderate: 25% refund
- Severe: 50% refund
Refund Policy for Unprepared Units
- 1 hour: 10% refund + 1-hour late checkout compensation
- 2 hours: 20% refund + 1-hour late checkout compensation
- 3 hours: 30% refund
- 4 hours: 40% refund
- 5 hours: 50% refund
- 6 hours or more: Refer to management
Refund Policy for Water Outages
- 1 hour: 10% refund / 5% for next booking
- 2 hours: 15% refund / 15% for next booking
- 3 hours: 20% refund / 30% for next booking
- 4 hours: 45% refund
- 5 hours: 65% refund
- 6 hours: 80% refund
- 7 hours: 90% refund
- 8 hours or more: 100% refund
Refund Policy for Electricity Outages
- 1-2 hours: No refund / 10-20% discount on next booking
- 3 hours: 20% refund / 40% discount on next booking
- 4 hours: 60% refund
- 5 hours: 70% refund
- 6 hours: 85% refund
- 7 hours or more: 100% refund
Severity Level Definitions and Duration Calculations
Duration Calculation
- Duration is counted from when the guest becomes aware of the issue.
- If the guest is not in the unit at the time of the issue, the duration is not counted.
Functional Issues
- Minor: Malfunction of a non-essential appliance (e.g., coffee machine).
- Moderate: Malfunction of an essential appliance (e.g., refrigerator) but an alternative is available.
- Severe: Malfunction of an essential appliance with no alternative (e.g., air conditioner).
Cleaning Issues
- Minor: Minor cleanliness issues that do not significantly impact the stay.
- Moderate: Noticeable cleanliness issues affecting comfort (e.g., unclean bathroom).
- Severe: Major cleanliness problems (e.g., pest infestation, overall unclean unit).
