Guest Refund Policy
This Guest Refund Policy forms part of the Beds on Board Terms and Conditions. All "quoted" terms used in this Guest Refund Policy shall have the meanings given to them in the Terms and Conditions.
This Guest Refund Policy applies to registered Guests who have booked and paid for an Accommodation listed by a Host on the Site and who have a Qualifying Claim related to a Material Quality Issue as defined in this Guest Refund Policy.
Material Quality Issue
A “Material Quality Issue” means any one of the following:
(a) the Host of the Accommodation cancels a booking last minute, which is defined as a cancellation made 7 days or less before the check-in date of the relevant booking or fails to provide the Guest with access to the Accommodation (e.g., by providing the keys and/or a security code); or
(b) the Accommodation is not as described in its listing on the Site in some material aspect, such as: (i) the size of the Accommodation and/or number of bedrooms, bathrooms, kitchen or other rooms; (ii) type of Accommodation; (iii) facilities ticked or features mentioned in the listing description are not provided or do not function, such as kitchen appliances (fridge, oven, etc.), bathroom content (shower/bathtub, etc.), pool, and electrical, heating or air conditioning systems; or (iv) the physical location of the Accommodation (i.e. mooring, proximity to monuments, attractions, beaches or other landmarks); or
(c) on check-in, the Accommodation: (i) is not generally clean and sanitary; (ii) contains health and safety hazards that would be reasonably expected adversely to affect the Guest’s stay; or (iii) has vermin or contains pets not disclosed in the listing.
Requirements to place a Qualifying Claim
Only a Guest may submit a claim for a refund. A Claim is considered a “Qualifying Claim” when it relates to one or more of the Material Quality Issues above, and meets each of the following conditions:
(a) the Guest must make the Claim through the 'Report Issue' funtion in 'My Trips', through the Contact Us form, or via telephone at +44 (0) 203 795 5006
(b) the Guest must clearly state their booking number and/or email address given when the Booking was made;
(c) the Guest must provide evidence of their claim such as photographs or videos and at Our request must provide Us with any additional information on the circumstances of the Material Quality Issue;
(d) no member of the Guest’s party has directly or indirectly caused the Material Quality Issue, whether through their action, omission or negligence;
(e) the Guest must have made reasonable efforts to try to remedy the Material Quality Issue directly with their Host prior to making a Claim; and
(f) the Guest must make the Claim within 12 hours of check-in. If the Claim relates to a Material Quality Issue occurring after 12 hours of check-in, Guest must make the Claim as soon as reasonably possible.
Guest Refund Policy
Beds on Board will, at its discretion, either:
(a) refund the Guest part or all of the price paid by the Guest via the Site depending on the nature of their Qualifying Claim; or
(b) use its reasonable efforts to find and book alternative accommodation for any unused nights left in the Guest’s stay.
All determinations of Beds on Board with respect to this Guest Refund Policy, including without limitation the size of any refund, shall be final and binding on the Guest and Host concerned as between them and as between each of them and Beds on Board.
Host’s Responsibilities and Refunds to the Guest
Hosts should note that they are responsible for ensuring that the Accommodations they list on the Site are as described in the listing, meet standards regarding access, health & safety and cleanliness, and do not present any Guest with a Material Quality Issue. During the 24-hour period following the Guest’s check-in, Hosts should be available, or make a third-party available, in order to try, in good faith, to resolve any issue. This Guest Refund Policy is without prejudice to any statutory rights that a Guest may have as between them and their Host.
If you are a Host, and if:
(a) Beds on Board determines that a Guest has suffered a Material Quality Issue related to an Accommodation you have listed on the Site; and
(b) Beds on Board either refunds that Guest any amount up to the price paid by the Guest through the Site for the Accommodation or provides an alternative Accommodation to the Guest, you agree that Beds on Board may off-set or reduce any Accommodation Fee and/or any Additional Charges owed by Beds on Board to you by the amount paid or incurred by Beds on Board.
If the Guest remains in the Accommodation affected for part or all of their stay despite the Material Quality Issue, the Guest will receive a refund that will reduce the amount of the Accommodation Fee and/or any Additional Charges ultimately paid to you.
If the Guest is relocated to an alternative Accommodation, you may lose part or all of the Accommodation Fee and/or any Additional Charges for the booking and you may be responsible for any reasonable additional costs incurred by Beds on Board to relocate the Guest to the alternative Accommodation.
In the event of one or more Minimum Quality Standards Issue(s), Beds on Board reserves the right to take additional measures. These additional measures include, but are not limited to:
(a) decreasing the quality score of the listing of the Accommodation affected;
(b) leaving a 1 star review for the Accommodation affected; cancelling upcoming bookings;
(c) delisting the Accommodation;
(d) recovering costs incurred including for administrative time spent in resolving the Material Quality Issue(s); and/or
(e) charging the sum equal to 20% of the Accommodation Fee to cover management costs incurred in resolving the Material Quality Issue, which the Host and Beds on Board agree is a reasonable pre-estimate of the management costs that will be incurred.
If as a Host you wish to dispute the Qualifying Claim or provide details of extenuating circumstances such as, damage to the Accommodation from a cause outside your control, (“Extenuating Circumstances”) you must notify Beds on Board promptly in writing using the Contact Us form, or via telephone at +44 (0) 203 795 5006 and provide all relevant information and evidence such as photographs, video certificates, and/or copies of correspondence disputing the Qualifying Claim or detailing the Extenuating Circumstances, provided you must have used reasonable and good faith efforts to try to remedy the Material Quality Issue with the Guest prior to disputing the Qualifying Claim or claiming Extenuating Circumstances.
All determinations of Beds on Board concerning this Guest Refund Policy, including without limitation the validity of the Qualifying Claim, the validity of Extenuating Circumstances and the amount to be refunded to the Guest, shall be final and binding on the Guest and Host concerned, as between them and as between each of them and Beds on Board.