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Cancellation

1. How does a cancellation work?

  • The cancellation policies are selected by the provider. The provider can choose one of for different policies: flexible, moderate, strict and very strict. These policies are designed to protect both providers and tenants.
  • In accordance with the cancellation policy, cancellations are considered to be withdrawals before the planned check-in.

2. How do I cancel a booking?

  • To ensure a smooth and secure process, all cancellations must be processed through KiteBnB.
  • If you wish to cancel a booking, you can do this in My Account/My Trips.
  • Hosts are not allowed to make cancellation. As a host you can always make a cancellation in exceptional cases and for important reasons. Therefore you are obliged to send a cancellation form to our customer service info@kite-bnb.com.  
  • Please note that a cancellation is not official until after you have received a confirmation e-mail from KiteBnB.
  • Our customer support team will immediately handle your cancellation request and inform your provider or tenant. You do not have to take any further action.

3. If the tenant cancels, how are the reimbursement to the tenant and payment to the provider calculated?

3.1. General regulations

  • The amount refunded to the tenant is dependent on when a booking is cancelled and the cancellation policy chosen by the provider, or imposed by KiteBnB.
  • To ensure a smooth and secure process, all cancellations must be processed through KiteBnB.
  • The refundable amount depends on the cancellation policy. The respective amount of the cancellation fee is shown in the booking process. The regulations under section 8.4. regarding payment processes apply accordingly.
  • Regardless of the cancellation policy chosen by the provider, tenants themselves are responsible for proving that the provider incurs no loss or a significantly lesser loss than the cancellation fee.

3.2. Individual cancellation policies

 

Cancellation Policy: Flexibel

Full refund 1 day prior to arrival, except fees.

 

KiteBnB hosts can choose one of for different policies: flexible, moderate, strict and very strict. These policies are designed to protect both providers and tenants.

  • Please make sure that your cancellation conditions are inline with your local laws. Make especially sure that amounts which are refunded to the guest are appropriate and that not refunded amounts don´t exceed the damages that can occur. For German listings we recommend flexible cancellation policies. 
  • In any case guests can demand parts or the complete refund of the retained amounts as far as he can prove that no damage occurred or the value of the damage is lower than the retained amount. 
  • Cleaning fees are always refunded if the guest didn´t check in. 
  • KiteBnB service fees are not refunded.
  • Complaints of both guests and hosts have to be reported to KiteBnB within 24h. 

To receive a complete refund the cancellation hast o be made 24h before check in (if no check in time is defined we presume 3 pm.)

 

 

 

Cancellation Policy: Moderate

Full refund 5 days prior to arrival, except fees

 

KiteBnB hosts can choose one of for different policies: flexible, moderate, strict and very strict. These policies are designed to protect both providers and tenants.

  • Please make sure that your cancellation conditions are inline with your local laws. Make especially sure that amounts which are refunded to the guest are appropriate and that not refunded amounts don´t exceed the damages that can occur. For German listings we recommend flexible cancellation policies. 
  • In any case guests can demand parts or the complete refund of the retained amounts as far as he can prove that no damage occurred or the value of the damage is lower than the retained amount. 
  • Cleaning fees are always refunded if the guest didn´t check in. 
  • KiteBnB service fees are not refunded.
  • Complaints of both guests and hosts have to be reported to KiteBnB within 24h. 

 

 

Cancellation Policy: Strict

50% refund up until 1 week prior to arrival, except fees

 

KiteBnB hosts can choose one of for different policies: flexible, moderate, strict and very strict. These policies are designed to protect both providers and tenants.

  • Please make sure that your cancellation conditions are inline with your local laws. Make especially sure that amounts which are refunded to the guest are appropriate and that not refunded amounts don´t exceed the damages that can occur. For German listings we recommend flexible cancellation policies. 
  • In any case guests can demand parts or the complete refund of the retained amounts as far as he can prove that no damage occurred or the value of the damage is lower than the retained amount. 
  • Cleaning fees are always refunded if the guest didn´t check in. 
  • KiteBnB service fees are not refunded.
  • Complaints of both guests and hosts have to be reported to KiteBnB within 24h. 

 

 

Cancellation Policy: Very Strict

50% refund up until 14 days prior to arrival, except fees

 

KiteBnB hosts can choose one of for different policies: flexible, moderate, strict and very strict. These policies are designed to protect both providers and tenants.

  • Please make sure that your cancellation conditions are inline with your local laws. Make especially sure that amounts which are refunded to the guest are appropriate and that not refunded amounts don´t exceed the damages that can occur. For German listings we recommend flexible cancellation policies. 
  • In any case guests can demand parts or the complete refund of the retained amounts as far as he can prove that no damage occurred or the value of the damage is lower than the retained amount. 
  • Cleaning fees are always refunded if the guest didn´t check in. 
  • KiteBnB service fees are not refunded.
  • Complaints of both guests and hosts have to be reported to KiteBnB within 24h. 

 

4. What happens if the host cancels?

  • KiteBnB takes booking cancellation very seriously as it gives a negative experience to guests. Host cancellations can only be accepted in exceptional cases and for important reasons. 
  • In the case of a cancellation by the host, the guest will be reimbursed the full price of the booking. In such cases, no cancellation fees will be incurred by the guest.
  • KiteBnB will help the guest find alternative accommodation.

5. Special cancellation policies

5.1. Natural disasters and other unforeseeable events

If natural disasters (avalanche, blizzard, cyclone, hurricane, earthquake, flood, landslide, lightning), war, terrorist attacks or nuclear accidents make it impossible for the host to meet his booking obligations (and he can prove that no alternative, similar accommodation is available) the guest will be reimbursed 100% of the total price. No cancellation fees will be incurred. This also applies if means of transportation are damaged and the guest is unable to reach the accommodation in some other way and can provide evidence of this.

6. What happens if problems occur after check in?

  • If you have serious grounds for complaint when checking in, please complete the complaints form and send it to KiteBnB within 24 hours. If the accommodation has not been left in the condition as described in the agreement, we will send corresponding complaints to the host. After reviewing the case, we will deduct the amount to be paid to the host accordingly and refund the rest to you.
  • Please note that a refund is possible only if we receive your complaint within 24 hours after checking in.

KiteBnB reserves the right to demand payment at least in the amount of the processing fee from the host.