Rebooking and Refund Policy

At BEP Apartments, we prioritize creating seamless and enjoyable experiences for our guests and hosts. This Rebooking and Refund Policy ensures clarity on what happens in the event of cancellations, reservation issues, or disruptions during your stay. Below, you'll find information on the conditions, steps, and options available for rebooking and refunds.

Effective Date: January 01, 2025

1. When a Host Cancels Before Check-In

If a Host cancels your reservation prior to check-in, you are entitled to a fullRebooking and Refund Policyrefund. Additionally, if the cancellation occurs within 30 days of your scheduled check-in, BEP Apartments will assist in securing a comparable apartment at similar pricing, subject to availability.

2. Resolving Issues That Disrupt Your Stay

If you encounter a Reservation Issue that impacts your stay, you must report it to BEP Apartments within 72 hours of discovering the issue. Depending on the situation, we will:

• Provide a full or partial refund.

• Assist in finding a comparable property with similar pricing, based on availability.

The type of assistance or refund offered will depend on factors such as the severity of the issue, its impact on your stay, and the evidence provided.

3. What Qualifies as a Reservation Issue?

Reservation Issues include:

• Host Cancellations: The Host cancels your reservation before check-in.

• Access Issues: The Host fails to provide you with access to the apartment.

• Uninhabitable Conditions: The property is unsafe, unsanitary, or otherwise unsuitable for guests at check-in. Examples include:

  • Lack of cleanliness or the presence of safety hazards.

  • Misrepresentation of the property in the listing, such as:

    • Incorrect space type (e.g., entire apartment advertised as private room).

    • Inaccurate number of rooms (e.g., fewer bedrooms or bathrooms).

    • Incorrect location details.

  • Missing or malfunctioning key amenities advertised, such as Wi-Fi, air conditioning, or major appliances

    .

4. How to Request a Refund or Rebooking Assistance

If you experience a Reservation Issue, follow these steps:

Step 1: Notify Us or the Host Immediately
Contact BEP Apartments or your Host within 72 hours of noticing the issue. Ensure you provide detailed information and evidence, such as photos or videos, to support your claim.

Step 2: Submit Your Request
When submitting your request:

• Specify the issue you encountered.

• Include supporting evidence (e.g., photos, videos, or messages with the Host).

• Indicate your preferred resolution: rebooking, a full refund, or a partial refund.

Step 3: Await a Response

• If the Host agrees to resolve the issue or refund you directly, the process will be expedited.

• If the Host declines or fails to respond, BEP Apartments will step in to evaluate the situation and resolve the matter.

5. Host Responsibilities and Impact

If a Host cancels a reservation or a verified issue disrupts a guest’s stay, the Host’s payout may be reduced or forfeited to cover the guest’s refund or rebooking costs. Hosts may dispute guest claims by providing evidence to BEP Apartments within a reasonable time frame.

6. Additional Considerations

• This policy applies to reservations made on or after January 25, 2024.

• BEP Apartments may offer alternative resolutions, such as travel credits or assistance with booking new accommodations.

• Guests are encouraged to first contact their Host to resolve minor issues directly. Timely reporting is essential for eligibility under this policy.

• Reservation Issues caused by guests, their co-travelers, or their invitees (e.g., damage caused by pets or negligence) are not covered.

7. Canceling During Your Stay

If you encounter unexpected issues during your stay:

1. Contact Your Host First: Most concerns can be quickly resolved by reaching out to your Host directly. Resolving issues collaboratively improves the likelihood of an amicable outcome.

2. Submit a Formal Request: If unresolved, submit your request to BEP Apartments within 72 hours of discovering the issue. Include evidence and specify your preferred resolution.

3. Resolution Process: If your Host declines or fails to respond, BEP Apartments will intervene and provide a solution aligned with this policy.

8. Major Disruptive Events

In rare circumstances, such as large-scale disruptions at your destination (e.g., natural disasters), BEP Apartments may issue refunds or assist with rebooking under our Major Disruptive Events Policy.

9. Binding Decisions and Limitations

• BEP Apartments’ decisions under this policy are binding but do not limit statutory or legal rights available to guests or Hosts.

• This policy is not a form of insurance. All resolutions are based on our discretion and applicable evidence.

For any questions or clarifications regarding this policy, please contact us directly. BEP Apartments is here to ensure your experience is smooth, secure, and enjoyable.

For any questions regarding these Refund Policy, please contact us.

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