Guest Refund Policy Terms

Guest Refund Policy Terms

Last update: 18.03.2016

The terms referred to this document are related to the Guest Refund Policy. Guests of registered accommodation from Hotel owners / hosts, who have made a confirmed booking through the platform and GRASFiN’s services,  they have paid for their residence and have undergone a travel problem and the responsibilities of host related to the Guest’s Refund.

Travel problem.  Traveling problems can be considered when:

The accommodation host organization

Booking cancellation in unauthorized time (close to arrival)

The host facilities do not allow access to the accommodation (security codes, etc.)

In fact the accommodation does not cover the description refers to the site and is inaccurate:

In its size (i.e. number and size of the bedroom, kitchen, bathroom or other premises)

If at the accommodation, the booking regards to a private or shared room and there is another person, including the owner who stays in the accommodation during the booking.

In case, that the amenities which are described in the entry is not available or not working properly (e.g. electrical heating & air-conditioning systems, kitchen sink-fridge, bathroom, Jacuzzi, swimming pools, etc.).

To refrain from the described natural position.

At the start of booking the accommodation:

Do not keep hygienic terms.

Does not keep rules and contain security risks that will affect the stay of the guest at the discretion of the Company.

Bed linen, towels etc. are not clean and available to guests.

The accommodation contains parasites or pets that are not listed in the host’s entry.

Guest Refund Policy.

In case that, as a foreigner you have a travelling problem, we may agree at our discretion that:

You can be refunded the amount paid by you through our website, depending on the problem’s nature.

We may recommend a change of accommodation for the remaining nights of your stay, in an accommodation that is comparable to the accommodation of your initial choice in size, features, quality. Guest Refund Policy determinations, including without limitation the size of any refund, will be final and binding on both the guests and the hosts.

Terms and conditions.

Claims request for Travelling Problem may be made only from one guest. In order as a guest, to receive benefits on your booking and submit a valid request, the following conditions must exist necessarily:

You should let us know of any Travelling Problem within 24 hours from the start of your booking in writing or by telephone. You must provide us with information and evidence (photos, etc.). In the event that we ask you for more information and cooperation, you should respond immediately. 

You should not have any responsibility for causing the Travelling Problem directly or indirectly (because of your omissions, your delay, your negligence, etc.).

Before you request claim for Travelling Problems you should have made efforts to solve the problem with the host and where that will not occur, you can proceed to Claims request for Travelling Problem.

Quality Standards, Reception and Guest’s Compensation

As a Host, you are solely responsible for ensuring that the accommodation you have entered on our website meets at least the Minimum Quality Standards concerning the accuracy of the data and the description in your entry, Guest’s safety, observance of cleanliness and that there will not be any Travelling problems to the guests. For a period of 24 hours from the arrival of the Guest, Host should be available or have an available agent which you have indicated and authorized to resolve any Travelling Problems which may arise in connection with the Guest. 

As host and if the company:

Considers that the Guest has undergone a Travelling Problem that arises and relates to your accommodation,

Compensating the Guest with money that may correspond to the amount paid by the Guest through the Site for its accommodation or will provide information on staying at another accommodation. You agree to return to GRASFiN an amount comparable to that paid to the Guest within 30 days of GRASFiN’s request.

If there will be any determinations made by GRASFiN, in relation to the refund policy, they will be final and binding for both guests and hosts. You agree that in order to indemnify GRASFiN until the amount is paid, can be set off against or reduced amounts owed from GRASFiN to you by this amount.

In case that, the Guest stay for part or the entire stay despite the Travelling Problem, he will receive a refund that will reduce the amount of the fees of the residence that eventually will be paid to you. In another case where the Guest is moved to another accommodation alternative, it is possible to lose some or all of the payment for the accommodation and the booking and also be responsible for additional costs reasonably resulting from the relocation of the Guest in alternative accommodation.

The cancellation policy that is determined by the host is replaced by Guest’s rights under the Guest Refund Policy. In case that as a Host, you doubt the Travelling Problem, you should inform GRASFIN in writing or by telephone at +49 7163 2094 and you should include evidence (photos, etc.) in order to cast the doubt on the claim of the Guest about the Travelling Problem with basic condition that must be preceded by efforts to resolve the Travelling Problem with the Guest before you request a claim about a Travelling Problem.

You approve, acknowledge and agree that all determinations made by GRASFiN on Travelling Problem, are final and binding for both you and the Guest. If there are more than one Travelling Problems, GRASFiN is free to choose to impose additional measures. In this context, there may be, but not limited to these, a ranking reduction of your listing, cancellation of future bookings or additional fees for administrative burden regarding to the Travelling Problem. 

General Content provisions

Guest Refund Policy does not intend to provide insurance. Does not constitute insurance or insurance policy and cannot replace the security that has been or may be obtained from the Guest. There is not any Guest that he/she paid premium for the Refund Policy. The benefits of the Refund Policy that are granted to the Guest may not be transferred or transferred by the Hosts.

GRASiN has the right to modify or make a complaint, in its sole discretion, this Guest Refund Policy without prior notice. If any modification arises, there will be a publication of the amendment to the company's website or you will be informed by email about the reported modification. GRASFiN will continue in order to complete the claim requests received before the date of the current amendment.

The Guest Refund Policy is like a signed Agreement, and constitutes the complete and exclusive agreement between you and GRASFiN and it fully replaces previous oral or written agreements, contracts between the Company and you which are related to the Guest Refund Policy. The terms written in capital and they are not defined otherwise, have the meaning given in GRASFiN’s Terms of Service.

Guest Refund Policy is interpreted under the laws of Germany and the European Union, without considering the conflict of provisions.

THE AMOUNT ARISING IN RELATION WITH THE REFUND POLICY, IN NO EVENT CAN EXCEED THE AMOUNT OF GUEST’S RESIDENCE COSTS. THERE ARE JURISDICTIONS THAT DO NOT ALLOW THE EXCLUSION OR LIMITATION OF LIABILITY FOR INCIDENTAL DAMAGES THAT MAY ENSUE, SO THIS LIMITATION MAY NOT APPLY TO YOU. YOU APPROVE, ACCEPT AND AGREE UNRESERVEDLY, THAT YOU HAVE READ, UNDERSTOOD AND AGREED WITH THE PUBLICATION OF THE LIST EITHER BY MAKING A BOOKING OF AN ACCOMMODATION OR BY ANY USE OF THE SITE AND THE SERVICE OR AS A GUEST OR AS HOST AND YOU ARE COMMITTED BY THESE COMPANY TERMS AND POLICY.

 

For any information or questions about this Guest Refund Policy we will be glad to answer you. Contact GRASFiN in help@grasfin.com.