Arc Trips Rebooking and Refund Policy

Last Update: May 9, 2025

Property Provider Cancellations Prior to Arrival

When a Property Provider cancels a confirmed reservation before the guest's arrival date, the guest is automatically entitled to a complete refund of all payments made. Additionally, Arc Trips will provide assistance in securing alternative accommodations based on similar properties available at comparable rates.

Arc Trips will typically convert the guest's original payment into a booking credit to facilitate prompt rebooking. However, guests may request a direct refund to their original payment method at any time. Any unused booking credit will be automatically refunded to the guest's original payment method if not utilized within 3 days (72 hours).

Accommodation Issues That Disrupt a Stay

Guests must notify Arc Trips of any accommodation issues within 72 hours of discovery. Upon verification that an accommodation issue has significantly impacted a guest's stay, Arc Trips will provide either a full or partial refund, or assist in finding similar alternative accommodations based on availability at comparable pricing.

The level of compensation or rebooking assistance provided depends on multiple factors, including:

• The nature and severity of the accommodation issue

• The extent of disruption to the guest's experience

• The percentage of the reservation period affected

• Whether the guest vacated the property due to the issue

• Any mitigating circumstances or attempts at resolution

• Evidence provided to substantiate the reported issue

Qualifying Accommodation Issues

An "Accommodation Issue" is defined as any of the following circumstances:

1. Property Provider Cancellation: The Property Provider cancels the reservation prior to the guest's arrival.

2. Access Failure: The Property Provider fails to provide the guest with access to the reserved property.

3. Uninhabitable Conditions: The property is deemed uninhabitable upon arrival, including but not limited to:

   • Unsanitary or unclean conditions

   • Presence of health or safety hazards

   • Essential utility failures (water, electricity, heat)

   • Pest or vermin infestations

4. Material Misrepresentation: The property differs significantly from its advertised description, including but not limited to:

   • Inaccurate privacy level designation (e.g., entire property, private room, or shared space)

   • Incorrect information regarding number or types of rooms (bedrooms, bathrooms, kitchen facilities)

   • Inaccurate property location

   • Undisclosed presence of the Property Provider, other individuals, or animals during the stay

   • Absence or non-functionality of specifically advertised amenities or features (e.g., swimming pool, hot tub, major appliances, heating/cooling systems)

Requesting Assistance or Refunds

To request rebooking assistance or a refund, the primary guest who made the reservation must contact Arc Trips or the Property Provider within 72 hours of discovering the Accommodation Issue. Requests should be accompanied by supporting evidence such as photographs, videos, or written confirmation from the Property Provider documenting the conditions.

Arc Trips will use this evidence to determine whether an accommodation issue has occurred and what remedies are appropriate.

Impact on Property Providers

When a Property Provider cancels a reservation or an accommodation issue is confirmed, the Property Provider will either receive no payment or have their payment reduced by the amount refunded to the guest.

Arc Trips will generally attempt to verify a guest's reported concerns with the Property Provider before making a determination. Property Providers may contest a guest's claim of an Accommodation Issue by submitting their own evidence to Arc Trips.

Additional Policy Information

This Policy applies to the maximum extent permitted by applicable North American laws and regulations, which may include consumer protections that cannot be waived. When this Policy applies, it supersedes the reservation's standard cancellation terms.

Prior to submitting a request to Arc Trips, guests should, when possible, notify the Property Provider and attempt to resolve any accommodation issues directly. Guests may request refunds directly from Property Providers through the Arc Trips Claim Care Center.. Arc Trips may adjust any refund amount or rebooking assistance to account for any compensation already provided directly by a Property Provider.

As part of our rebooking assistance, Arc Trips may, at its discretion, contribute to or cover the cost of new accommodations. We may also offer guests the option to apply the value of a canceled reservation toward new accommodations or receive travel credit instead of a monetary refund.

If a guest can demonstrate that timely reporting of an accommodation issue was not feasible, Arc Trips may consider late reporting under this Policy. Accommodation issues caused by the guest, their travel companions, invited visitors, or their pets are not covered by this Policy. Submitting fraudulent requests violates our Terms of Service and may result in account termination.

Decisions made by Arc Trips under this Policy are binding but do not affect other contractual or statutory rights available to either party. The right of guests or Property Providers to pursue legal action remains unaffected. This Policy does not constitute insurance, and no premium has been paid by any guest or Property Provider.

All rights and obligations under this Policy are specific to the booking guest and Property Provider of the reservation and cannot be transferred or assigned to other parties. Any modifications to this Policy will be made in accordance with our Terms of Service. This Policy applies exclusively to accommodation reservations.