Official document

Refund policy

Alohando refund and booking change assistance policy. We want every stay to be a positive experience — when something doesn't go as expected, we are here to help.

Table of contents

1. Cancellation by the host- 2. Issues during the stay- 3. Covered issues- 4. How to request a refund- 5. Impact on hosts- 6. Other considerations

1 What happens if a host cancels before check-in?

If a host cancels a booking before check-in, the guest will automatically receive a full refund.

If the cancellation occurs within 30 days before check-in, we will also help the guest find similar accommodation at a similar price, subject to availability.

2 What happens if an issue affects my stay?

Guests must report any issue within 72 hours of discovering it. If we determine that the issue disrupted the guest's stay, a full or partial refund will be provided, or we will help find similar accommodation at a similar price subject to availability.

The refund amount or relocation assistance will depend on several factors, including:

  • The severity of the issue and its impact on the guest.
  • The portion of the stay affected.
  • The guest's decision to leave or remain at the accommodation.
  • The evidence provided to support the claim.

3 What issues are covered?

The following situations are considered "booking issues":

  • Cancellation of the booking by the host before check-in.
  • Inability to access the accommodation as provided by the host.
  • Inadequate conditions at the accommodation at the time of check-in, including hygiene, safety or other issues not consistent with what was described in the listing.

4 How to request relocation or a refund

To request relocation assistance or a refund, the guest must contact Alohando or their host within 72 hours of discovering the issue.

Requests must include relevant evidence such as photographs, videos or host confirmations to help evaluate the issue fairly and promptly.

5 How does this policy affect hosts?

In the event of a host cancellation or a booking issue affecting the guest, the host will not receive any payment, or the payment amount will be reduced by the refund granted to the guest.

6 Other considerations

  • This policy applies to all bookings made from 1 January 2026, as permitted by law.
  • Before submitting a claim, guests are encouraged to try to resolve the issue directly with the host.
  • Alohando may reduce any assistance based on direct refunds already granted by the host.
  • Fraudulent claims will not be accepted.
  • This policy does not cover issues caused by the guest or their companions.

Decisions made under this policy are binding but do not affect other contractual or legal rights of the user. This policy does not constitute insurance and does not involve the payment of premiums by guests or hosts.

Last updated: 2026 · GOSMAY CREATIVE BRANDS