General information on refunds
Except in very rare cases, Loftium does not authorize or approve guest refunds. If at any time you'd like to refund a small amount out-of-pocket, let us know through the chat in the bottom right corner of your screen.
Guest is requesting a refund due to a canceled stay
We can't offer a full refund for every cancellation, even if a guest doesn't complete their stay. Your calendar during this time was blocked from other possible guest bookings, which means that other guests have lost out on the opportunity to stay in your space!
This lost opportunity cost is why we uphold the cancellation policy, and why penalties may be applied to guests.
Depending on the timing of a guest's cancellation and the specific cancellation policy, your guest may not be eligible for a full refund. Read more about cancellation policies here!
Important information about Airbnb refunds
If a guest asks you directly for funds, do not send them. Let them know the cancellation policy states the terms of refunds and they can contact Airbnb customer support directly if they'd like to discuss how cancellation refunds work.
Note that there are limited extenuating circumstances exceptions for Airbnb guests.
Heads up! Airbnb may call you and ask you to approve a refund - please let them know that you'd like to stand by the agreed-upon cancellation policy, and do not issue an additional refund.
If you do refund a guest, you may be responsible for covering the entire cost of the refund, which will be added to your monthly rent.
What can I tell my Airbnb guest if they need to cancel their booking?
I totally understand that plans can change, thanks for letting me know that you're unable to make your trip as planned. The cancellation policy (link here) includes the terms of refunds. Once you cancel your reservation on your side, Airbnb will automatically refund you in line with my listing's cancellation policy. If you have any other questions, it's best to contact Airbnb's customer support directly to discuss!
What can I tell my Loftium Stays guests if they need to cancel their booking?
I totally understand that plans can change, thanks for letting me know that you're unable to make your trip as planned. The cancellation policy is linked here: https://loftium.com/terms_of_service. If you have any other questions, it's best to contact Loftium Stays support directly to discuss!
There was a maintenance/repair issue during their stay
Maintenance issues don't always require a refund! However, if you feel your guest's experience was significantly impacted, contact Loftium using our chat in the bottom right corner of your screen if there was a significant maintenance problem.
Sometimes maintenance issues happen - no worries, we're here to help! Reach out to Loftium and your Landlord if a property or maintenance issue is making your space unusable.
What can I tell my guest if they experienced a maintenance/repair issue and are requesting a refund?
I really appreciate your patience while we worked together to solve this! This was definitely an unwelcome surprise. Let me see what I can do and I'll get back to you as soon as I can.
Next, reach out to Loftium through our chat in the bottom right corner of your screen to provide details of the situation! We'll help you out with the next steps for your guest.
Tip: Guests feel most taken care of when they only have one point of contact: you, their host! The Loftium team will help you navigate your guest situation, but we ask that you continue the conversation with them directly instead of referring them to us. 👍