Introducing Refundable Reservations for Guests

Protect yourself if something happens and you are outside the existing cancelation policy window.

Upgrade your booking and receive a 100% refund if you cannot attend and can provide evidence related to one of the many reasons in these Terms & Conditions, which you accept when you select a Refundable Reservation.

Should guests need to cancel their trip they can go here to file a claim:

Please also read the General Conditions of Refund here

• Illness / Injury

• Pre-existing Medical Condition

• Pregnancy Complication

• Death of Immediate Family

• Public Transport Failure

• Flight disruption

• Mechanical Breakdown

• Adverse Weather

• Home Emergency

• Theft of Documents

• Workplace Redundancy

• Jury Service

• Court Summons

• Armed Forces & Emergency Services Recall

• Relocated for Work

• Changes to Examination Dates

Frequently Asked Questions

1. With this option, can the guest cancel anytime up until check in date?

Yes, Guests can cancel anytime provided they give evidence under the terms of ProtectGroup

2. Who is this fee paid out to?

The insurance fee is collected by Houfy who pays ProtectGroup the (Travel Insurance) service provider.

3. Does the host have an option to turn off this feature?

Partly, and it depends on where the booking is taken. On your own Houfy website: yes. Open your website settings, go to Advanced settings, and set "Remove Refundable reservations option on checkout page" to remove it. Switching it off requires the Lite or Premium website plan, and the setting applies to all of your Houfy websites at once. On houfy.com itself: not at present. The option is offered on every listing that takes payment through Houfy, and there is no host setting for it. If you need it removed there, contact Houfy support.

4. Can all guests use this service?

Only guests booking a Houfy listing that processes payments on Houfy will be provided this option.

5. What if a guest cancels within the Host cancelation policy?

If a guest cancels within your cancellation policy, your policy applies and you refund the stay as normal.

6. What if a guest cancels outside the Host cancelation policy?

This is where the refundable terms take over. You no longer have to refund the stay, and as long as the guest can give Protect Group evidence of one of the conditions listed above, they can claim their refund from Protect Group.

What the guest sees at checkout

On the payment page the option appears as a panel headed "Yes, I want to upgrade my Refund Terms", marked Recommended, with the price shown per person. It lists the headline covered reasons - last-minute sickness or injury including pre-existing medical conditions, family and home emergencies, private vehicle failure, public transport disruptions, work relocation and death of a relative - and links to the full terms the guest accepts by selecting it.