What is force majeure?
Force majeure is an unexpected incident that can not be blamed on human failure. Typically, force majeure is limited to natural disasters, such as:
- earthquakes
- flooding
- hurricanes
- wildfires
- volcanic eruptions
- pandemics
Apart from these instances, force majeure can also include other incidents which are out of the control of the parties involved, such as:
- war
- strikes
- riots
- crime
What do I do if I have to cancel a booking due to force majeure?
In this case, you should come to an agreement with your guest. For example, they may be able to change the dates of their booking. Or, you can agree to a partial or full refund. Although you are not responsible in the case of force majeure, please keep in mind that your guests are also not at fault.
What is not included in force majeure and why?
Any incident that can be attributed to negligence or malfeasance of a party is not considered force majeure. This includes:
- broken water pipes
- no water at the property
- no electricity at the property
- fire at the property (except when due to wildfire)
- any damage to the property due to material failure
- selling the property
Who is responsible for incidents mentioned above if it’s not force majeure?
For example, If damage to a property is provoked by a broken water pipe, the culprit is either the property owner, who had not checked the pipes regularly, or the construction company, who installed faulty pipes. In the case of a regional issue, it might be the municipality who has to take on the responsibility. If the property owner sells the property, knowing that they have active contracts with guests, the house owner is responsible for the relocation of the guests.
What do I do if I have to cancel a booking due to a case of negligence?
If you still need to cancel the booking please be sure to specify it along with the appropriate documentation (clear pictures, original invoices or receipts, weblinks etc.). The documentation should be sent as soon as possible to comply with the channel’s deadlines.
In these cases, your guests are entitled to a full refund as well as a relocation. Any costs arising from this cancellation should be invoiced to the responsible party (e.g. the municipality) afterward.
To reach us, please use the contact form directly from your account by navigating to More > Contact in the upper right-hand corner. Ensure that you fill in all the requested information so that our customer service agents can address your case as efficiently as possible.