The following terms and conditions govern CRETICO's Guest Refund Policy, available to Guests who book and pay for an accommodation listed by a host through the Creti.co platform and suffer a travel Issue, or make a cancellation at their own discretion and wish, as well as the obligations of the host associated with the Guest Refund Policy.
1. TRAVEL ISSUES
A “Travel Issue” reffers to:
The Host of the accommodation (a) cancels the reservation shortly before its scheduled start, or (b) fails to provide the Guest with the reasonable ability to access the accommodation (e.g. by providing the keys and/or a security code).
The description of the Accommodation in the listing on the site is materially inaccurate with respect to:
Apart from the above circumstances, the guest can cancel a reservation with his/her own will, by choosing the indication “cancel reservation” in CRETICO’s platform.
2. THE GUEST REFUND POLICY
If the check-in date is less than 30 days from the date the reservation is made, the guest pays at once the total amount of the reservation, else 30% of reservation fees (including service fees) should be paid as soon as a confirmed reservation is made. The 30% of the reservation fees are are transferred automatically to the villa host, in the case of a cancellation.
The rest 70% must be paid at least 30 days prior to the arrival otherwise the reservation will be automatically cancelled. Each owner can choose amongst three (3) cancellation policies: Flexible, moderate and Strict. On the other side a guest can cancel his/her reservation (after a direct request towards CRETICO) when a travel issue arises according to the above mentioned, being informed about his/her financial aggravations according to the relevant cancellation policy.
It should be noted that neither the 30% deposit nor any Cretico service fees (host & guest fees) are refunded to the guest, regardless of the cancellation policy being chosen. If the guest arrives and decides to leave earlier, the nights are not spend are not refunded.
The following cancellation policies applies only if the guest has paid the total cost of the reservation. In particular the exact content of each available cancellation policy, that the owner can choose is the following:
The guests will receive:
Note! Nο refund for cancellations within the last 2 days (not including the 2nd day).
The guests will receive:
Note! Nο refund for cancellations within the last 7 days (not including the 7th day).
The guests will receive:
Note! Nο refund for cancellations within the last 14 days (not including the 14th day).
Furthermore the following should be noted that :
A) If the guest decides to leave the accommodation in a smaller period of time or in a different way than those described above, then the guest has not in no case any right for refund , concerning the nights during which he did not stayed at the accommodation.
B) CRETICO at its own sole discretion, and regardless of each the above mentioned Guest refund policies (that the owner has finally chosen), can –only in the case of a cancellation by the Host- use all its reasonable efforts to find and book to the Guest (and in behalf of him) another accommodation for any unused nights left in the Guest’s reservation, which accommodation is in CRETICO’s determination reasonably comparable to the one described in the original reservation regarding its size, rooms, features and quality.
In particular in such a case CRETICO will substantially contribute in finding another accommodation, which can be up to 12% more expensive from the original reservation through CRETICO’s site. In case another accommodation cannot be found or does not satisfy the guest’s demands, then the full amount of this reservation payment will be refunded including CRETICO’s payment. In order to provide the above, the cancellation has to be done officially from the owner through CRETICO’s site. Host will not receive any payment and at CRETICO’s discretion he/she will be charged with a 3% up to 15% of the cancelled booking from his next successful booking, being considered as CRETICO’s payment for the finding of another accommodation to the Guest. Also, the days from the calendar will continue to be displayed as booked. Finally, a review will automatically appear in the guest’s profile concerning the cancellation made during the relevant dates.
C) All CRETICO’s decisions with respect to the Guest Refund Policy, including without limitation, the size of any refund shall be final and binding on the Guests and the Hosts.
3. CONDITIONS TO CLAIM A TRAVEL ISSUE
Only a Guest may submit a claim for a Travel Issue. If you are a Guest, in order to submit a valid claim for a Travel Issue and receive the benefits with respect to your reservation, you are required to meet each of the following conditions:
(a) you must bring the Travel Issue to our attention in writing ([email protected]) or via telephone and provide us with information (including photographs or other evidence) about the Accommodation and the circumstances of the Travel Issue within 24 hours after the start of your reservation (and in any case before the above mentioned time according to the relevant reservation policy) , and must respond to any requests by us for additional information or cooperation on the Travel Issue.
(b) you must not have directly or indirectly caused the Travel Issue (through your action, omission or negligence).
(c) you must have used reasonable efforts to try to remedy the circumstances of the Travel Issue with the Host prior to making a claim for a Travel Issue.
4. SPECIAL EXTENUATING CIRCUMSTANCES
In rare cases there are extenuating circumstances in which the host or the guest needs to cancel a confirmed reservation . In such cases CRETICO may override the above mentioned Refund policy (flexible, moderate, strict) and decide otherwise and accordingly to refund. These cases will depend upon the relevant supporting documents, only if they are valid and concern:
FOR THE HOST/OWNER:
FOR THE GUEST:
5. MINIMUM QUALITY STANDARDS, HOST RESPONSIBILITIES AND REIMBURSEMENT TO THE GUEST
If you are a Host, you are responsible for ensuring that the Accommodations you list on the Site meet minimum quality standards regarding access, adequacy of the description on the Site, safety, cleanliness, and do not present a Guest with Travel Issues. During the 24-hour period following the Guest’s check-in, Hosts should be available, or make a third-party available, in order to try, in good faith, to resolve Guest issues.
If you are a Host, and if (i) CRETICO determines that a Guest has suffered a Travel Issue related to an Accommodation listed by you and (ii) CRETICO either reimburses that Guest any amount up to the amount paid by the Guest through the Site for the Accommodation or provides an alternative Accommodation to the Guest, you agree to reimburse CRETICO up to the amount paid by CRETICO within 30 days of CRETICO’s request.
All determinations of CRETICO with respect to the Guest Refund Policy, including without limitation the size of any refund to the Guest, shall be final and binding on the Guests and Hosts. You also agree that in order for you to reimburse CRETICO up to the amount paid by CRETICO, CRETICO may off-set or reduce any amounts owed by CRETICO to you by this amount. If the Guest remains for part or all of the stay despite the Travel Issue, the Guest will receive a refund that will reduce the amount of the Accommodation Fees ultimately paid to you. If the Guest is relocated to an alternative Accommodation, you may lose part or all of the Accommodation Fee payment for the booking and you may be responsible for reasonable additional costs incurred to relocate the Guest to the alternative Accommodation
The rights of the Guests under the Guest Refund Policy supersede the cancellation policy established by a Host. If you dispute the Travel Issue you may notify us in writing ([email protected]) or via telephone and provide us with information (including photographs or other evidence) disputing the claims regarding the Travel Issue, provided you must have used reasonable and good faith efforts to try to remedy the Travel Issue with the Guest prior to disputing the Travel Issue claim.
You agree that all determinations of CRETICO with respect to the Travel Issue shall be final and binding on the Guests and Hosts regardless of your submission of a dispute against such Travel Issue. In the event of one or more Travel Issues, CRETICO in its discretion, may elect to take additional actions. These actions include, but are not limited to, negatively affecting your listing ranking, automated reviews indicating Travel Issues, cancelling future bookings, suspending or removing the listing of the Accommodation or imposing penalties or fees for the administrative burden associated with the Travel Issues.
6. GENERAL PROVISIONS
7. CONTACTING CRETICO
If you have any questions about the Guest Refund Policy, please contact CRETICO at [email protected].