Cancellation Policy

Cancellation Policies

Rockstays allows hosts to choose among 4 standardized cancellation policies (Flexible,Moderate,Strict,Custom) that we will enforce to protect both guest and host alike. The Super Strict cancellation policy applies to special circumstances and is by invitation only. The Long Term cancellation policy applies to all reservations of 28 nights or more. Each listing and reservation on our site will clearly state the cancellation policy. Guests may cancel and review any penalties by viewing their travel plans and then clicking 'Cancel' on the appropriate reservation.

Flexible: 75% refund 2 days prior to arrival, except service charge

  • Cleaning fees, Security fees and Additional Guest fees are always refunded if the guest did not check in.
  • The Rockstays service charge is non-refundable.
  • If there is a complaint from either party, notice must be given to Rockstays within 24 hours of check-in.
  • Rockstays will mediate when necessary, and has the final say in all disputes.
  • A reservation is officially cancelled when the guest clicks the cancellation button on the cancellation confirmation page, which they can find in Dashboard > Your Trips > Cancel.
  • Cancellation policies may be superseded by other policies mentioned on the Portal.
2 days prior
Wed, Feb 21
3:00 PM
Check in
Fri, Feb 23
3:00 PM
Check out
Sat, Feb 24
11:00 AM
Example

For a 75% refund, cancellation must be made a 2 days prior to listing's local check in time (or 3:00 PM if not specified) on the day of check in. For example, if check-in is on Friday, cancel by the previous Wednesday before check in time.

If the guest cancels less than 2 days in advance, the all nights are non-refundable.

If the guest arrives and decides to leave early, the nights not spent 0 days after the official cancellation are non-refunded. Cleaning fees, Security fees, Additional Guest fees are non-refunded.

Moderate: 50% refund 7 days prior to arrival, except service charge

  • Cleaning fees, Security fees and Additional Guest fees are always refunded if the guest did not check in.
  • The Rockstays service fee is non-refundable.
  • If there is a complaint from either party, notice must be given to Rockstays within 24 hours of check-in.
  • Rockstays will mediate when necessary, and has the final say in all disputes.
  • A reservation is officially cancelled when the guest clicks the cancellation button on the cancellation confirmation page, which they can find in Dashboard > Your Trips > Cancel.
  • Cancellation policies may be superseded by other policies mentioned elsewhere on the Portal.
7 days prior
Fri, Feb 16
3:00 PM
Check in
Fri, Feb 23
3:00 PM
Check out
Sat, Feb 24
11:00 AM
Example

For a 50% refund, cancellation must be made a 7 days prior to listing's local check in time (or 3:00 PM if not specified) on the day of check in. For example, if check-in is on Friday, cancel by the previous Friday before check in time.

If the guest cancels less than 5 days in advance, the all nights are non-refundable.

If the guest arrives and decides to leave early, the nights not spent 0 days after the official cancellation are non-refunded. Cleaning fees, Security fees, Additional Guest fees are non-refunded.

Strict: 25% refund 10 days prior to arrival, except service charge

  • Cleaning fees, Security fees and Additional Guest fees are always refunded if the guest did not check in.
  • The Rockstays service fee is non-refundable.
  • If there is a complaint from either party, notice must be given to Rockstays within 24 hours of check-in.
  • Rockstays will mediate when necessary, and has the final say in all disputes.
  • A reservation is officially cancelled when the guest clicks the cancellation button on the cancellation confirmation page, which they can find in Dashboard > Your Trips > Cancel.
  • Cancellation policies may be superseded by the Guest Refund Policy, safety cancellations, or extenuating circumstances. Please review these exceptions.
10 days prior
Tue, Feb 13
3:00 PM
Check in
Fri, Feb 23
3:00 PM
Check out
Sat, Feb 24
11:00 AM
Example

For a 25% refund, cancellation must be made a 10 days prior to listing's local check in time (or 3:00 PM if not specified) on the day of check in. For example, if check-in is on Friday, cancel by the previous Tuesday before check in time.

If the guest cancels less than 7 days in advance, the all nights are non-refundable.

If the guest arrives and decides to leave early, the nights not spent 0 days after the official cancellation are non-refunded. Cleaning fees, Security fees, Additional Guest fees are non-refunded.

Super Strict: 50% refund up until 30 days prior to arrival, except service charge

  • Cleaning fees, Security fees and Additional Guest fees are always refunded if the guest did not check in.
  • The Rockstays service fee is non-refundable.
  • If there is a complaint from either party, notice must be given to Rockstays within 24 hours of check-in.
  • Rockstays will mediate when necessary, and has the final say in all disputes.
  • A reservation is officially cancelled when the guest clicks the cancellation button on the cancellation confirmation page, which they can find in Dashboard > Your Trips > Cancel.
  • Cancellation policies may be superseded by the Guest Refund Policy, safety cancellations, or extenuating circumstances. Please review these exceptions.
30 days prior
Wed, Jan 24
3:00 PM
Check in
Fri, Feb 23
3:00 PM
Check out
Sat, Feb 24
11:00 AM
Example

For a 50% refund, cancellation must be made a 30 days prior to listing's local check in time (or 3:00 PM if not specified) on the day of check in. For example, if check-in is on Friday, cancel by the previous Wednesday before check in time.

If the guest cancels less than 30 days in advance, the all nights are non-refundable.

If the guest arrives and decides to leave early, the nights not spent 0 days after the official cancellation are non-refunded. Cleaning fees, Security fees, Additional Guest fees are non-refunded.

Long Term: First month down payment, 1 day notice for lease, termination

  • Cleaning fees, Security fees and Additional Guest fees are always refunded if the guest did not check in.
  • The Rockstays service fee is non-refundable.
  • If there is a complaint from either party, notice must be given to Rockstays within 24 hours of check-in.
  • Rockstays will mediate when necessary, and has the final say in all disputes.
  • A reservation is officially cancelled when the guest clicks the cancellation button on the cancellation confirmation page, which they can find in Dashboard > Your Trips > Cancel.
  • Cancellation policies may be superseded by the Guest Refund Policy, safety cancellations, or extenuating circumstances. Please review these exceptions.
  • Applicable taxes will be retained and remitted.
Check in
Fri, Feb 23
3:00 PM
Check out
Sun, Mar 25
11:00 AM
Example

If the guest cancels less than 30 days in advance, the first night is non-refundable but the remaining nights will be 100% refunded.

If the guest arrives and decides to leave early, the nights not spent 0 days after the official cancellation are non-refunded. Cleaning fees, Security fees, Additional Guest fees are non-refunded.

Custom

User define policy

Check in
Fri, Feb 23
3:00 PM
Check out
Sat, Feb 24
11:00 AM
Example

If the guest cancels less than 0 days in advance, the all nights are non-refundable.

If the guest arrives and decides to leave early, the nights not spent 0 days after the official cancellation are non-refunded. Cleaning fees, Security fees, Additional Guest fees are non-refunded.