guest refund policy for potrentals




Guest Refund Policy



What is PotRentals's Guest Refund Policy?


If your host cancels your reservation, you have two options: 1) transfer your payment to a new PotRentals reservation or 2) request a refund.

If you encounter issues that prevent you from being able to go on a trip with PotRentals, and that you are unable to resolve them with your host, our Guest Refund Policy might be applicable when specific travel issues occur.



What Are The Eligible Travel Issues For Which Our Guest Refund Policy Might Be Applicable?


  • The host fails to provide reasonable access to the property (e.g. does not provide the keys and/or a security code)

  • The listing is misrepresented and is greatly different than what was described (incorrect number of bedrooms or the amenities available or simply a wrong location provided)

  • The listing is not considered clean and sanitary or sufficiently safe


PotRentals will either offer you a prorated refund or try, with reasonable efforts, to find a proper substitute (comparable accommodation) for any unused nights left of your trip. The amount of the refund that we will provide will also take into account the type and magnitude of the travel issue encountered.


For the complete list of eligible travel issues as well as other relevant information on how the Guest Refund Policy works, please refer to sections 11.1 and 11.2 of the Terms and conditions of services.



How To Submit A Claim For Refund?


To submit a claim for your booking:

  • Contact us at customersupport@potrentals.com to bring the travel issue to our attention

  • If you notice the issue during your check-in, please ensure to contact us within the first 24 hours of your check-in (the host will be paid after that delay)

  • If the issue only occurs during your stay, please contact us right away. Also, make sure to provide photographs or any other documentation that show what you are experiencing to support your claim for refund



Before filing a claim, we would ask you to:

  • Remain responsive to our requests for information

  • Have not caused, directly or indirectly, the travel issue

  • Have used reasonable effort to remedy the travel issue with the host (notify right away your host on the PotRentals platform, since you must be able to prove such reasonable effort)

  • Submit the travel issue claim to PotRentals Customer Support within twenty-four (24) hours after you checked-in or right away if the issue occurs after the check-in


That being said, rest assured that our main objective is for you to have the most amazing travel experience, no matter the issue you will encounter. We will make our best to resolve them in the rare instances where they might occur