Cancellations by Hosts are rare, and some cancellations are beyond a Host’s control, cancellations by Hosts can disrupt guest plans. For those reasons, if the Host cancels a confirmed reservation, or if the Host is found to be responsible for a cancellation under this Policy, Acamp may impose fees and other consequences. The fees and other consequences set out in this Policy are intended to reflect the costs and other impacts of these cancellations on guests, the broader Host community, and Acamp. We will waive the fees and, in some cases, the other consequences, if the Host cancels because of Extenuating Circumstances or certain valid reasons beyond the Host’s control.
Cancellation fees
If a Host cancels a confirmed reservation, or if the Host is found to be responsible for a cancellation under this Policy, we will impose fees subject to a minimum cancellation fee of 20 Euro. The fee is based on the reservation amount and when the reservation is canceled:
If the reservation is canceled less than 48 hours before check-in, or after check-in, the fee is 50% of the reservation amount for the nights not stayed
If the reservation is canceled anytime between 48 hours and longer before check-in, the fee is zero.
Cancellation fees are typically withheld from the next payout(s) to the Host. In addition to the fees and consequences set out in this Policy, Hosts who cancel, or are found responsible for a cancellation, will not receive a payout for the canceled reservation, or, if the payout has already been made, then the amount of the payout will be withheld from the next payout(s).
Situations in which fees may be waived
We will waive the fees set out in this Policy in appropriate situations, for example if the Host cancels because of Extenuating Circumstances beyond the Host’s control. Hosts who believe one of these situations applies will be required to provide documentation or other support. We will determine whether to waive any fees and other consequences after evaluating the available evidence.
In the event a fee is waived, other consequences may still apply, like blocking a Listing’s calendar.
Regardless of whether we waive any fees or other consequences, the Host will not receive a payout for the canceled reservation.
When a Host is found responsible for a cancellation
A Host may be responsible for a cancellation when it occurs because of conditions in the Listing that are grossly and materially different from how the Listing was described at the time of booking. In these cases, the Host will be subject to the fees and other consequences laid out in this Policy, regardless of who initiates the cancellation. Examples may include: double-booking a Listing, substituting another property for the Listing booked by the guest, or gross Listing inaccuracies that materially disrupt a guest stay, like advertising a beach when no beach is available for use by guests.
Other things to consider
If a Host cannot honor a reservation—regardless of the reason—it’s their responsibility to cancel in a timely manner to allow their guest time to adjust their plans. A Host may not encourage the guest to cancel the reservation.
Reporting a violation
Acamp encourages guests to promptly report violations of these ground rules. When a guest is dealing with a suspected or actual violation of these ground rules, we ask that they:
Communicate with the Host—the Host is in the best position to quickly resolve issues.
If the Host can't resolve the issue, contact [email protected] to report the issue directly.
Leave an honest review with feedback so that the Host can improve for future guests.
Holding Hosts to these ground rules
We are committed to these ground rules. When a ground rule violation is reported, Acamp will attempt to contact the Host to understand what occurred.
Actions we take may include providing information to Hosts about this policy and issuing warnings. When repeated or severe violations of these ground rules are reported, Hosts or their listings may be suspended or removed from the platform.
Depending on the nature of the violation, Acamp may also take other actions, such as canceling an upcoming or active reservation, refunding a guest from a Host’s payout, and/or requiring Hosts to provide proof that they have addressed issues before they can resume hosting.
In addition, a Host who cancels a confirmed reservation, or is found to be responsible for a cancellation, may face other consequences under our Host Cancellation Policy. Acamp may waive cancellation fees and, in some cases, other consequences if the Host cancels because of certain reasons beyond the Host’s
Control.
Last Updated: 2024-01-29