• What makes Members eligible for a refund, and how do you determine the amount?
  • Members will be eligible for a refund if they report a valid travel issue—like the absence of a major advertised amenity, such as a pool—within 48 hours of discovery, and they provide appropriate evidence to support their report. Members are not eligible for a refund if a Partner is able to resolve a serious issue quickly enough to avoid any negative impact on the stay or for a minor issue, like an unemptied trash can. Typically, Members will only be eligible for a full refund for nights not spent in a Partner’s space. We’ve tried to be very clear in our Cancellations/Changes Policy and Extenuating Circumstance Policy so please see those policies.
    When Members choose to remain in the space, they will generally only be eligible for a partial refund for any nights impacted by a serious travel issue. The size of a refund depends on the severity of the issue, the impact on the Members, whether the Members remain in the space, and the portion of the stay affected. Full refunds are generally only available to Members for major issues that cause them to vacate the space within the first 24 hours of their stay. Members are eligible for only partial refunds if the issue is less serious, or they choose to remain in the space.
• How am I protected from Members submitting false reports just to get a refund?
  
  • Our entire platform is based on trust so we take false claims extremely seriously. Our policy makes it clear that issues caused by Members are not covered and that submitting false or exaggerated reports may result in serious consequences for Members. We have a process in place to assess and investigate all Member claims to help protect Partners from false or exaggerated reports. This process includes requiring valid proof, such as photos of the conditions or confirmation of an issue from the Partner. If we identify Member misrepresentations, we take appropriate action to hold Members accountable. We have a highly skilled, specialized Community Support team who are experts on this policy. This team reviews all Member reports to determine whether they are supported with appropriate evidence. Depending on the nature of an issue, we may require that evidence be collected at the time of discovery to help ensure the conditions were not caused by Members. We continue to invest in this dedicated team to help ensure we deliver a quality experience and issue refunds only when merited.
• What if something happens that’s out of my control?
  
  • If a Partner has a valid Extenuating Circumstance or similar situation beyond their control, we’ll work with them and our Member to find a mutually agreeable and fair resolution. If Members cause damage to your property and you need time to fix it, you’re protected by our Partner’s guarantee. A full refund may be necessary for a significant issue, such as a rat infestation, extreme pest issue, etc., and we will assist with rebooking the Member. We understand that some locations or spaces may be particularly susceptible to certain pests—mosquitos, ants, lizards, etc.—and we take that context into account, and Partners are expected to disclose this in their listings. Disclosing the presence of endemic insects and animals or other diverse conditions in your listing description helps set clear expectations for Members in advance.
• How can I appeal an outcome I disagree with?
  
  • Partners who want to appeal an outcome can Contact Us with appropriate evidence. If a Partner provides sufficient evidence that contradicts a Member’s report or that we have made an error in one of our determinations, we will either deny the Member claim or reverse our decision, as appropriate. Some Partners collect a time-stamped video prior to every check-in to ensure they have a record of the conditions of their space immediately before Members arrive. See our House Rules and Standards Policy.
• Can I be held responsible for issues Members create, like not being able to get into the space because they show up early or can’t find its location?
  
  • If a reported issue is caused by Members, the Partner will not be held responsible.
• Can Members get a refund if they complain about something relatively minor, or about something I’ve already disclosed in the listing?
  
  • Minor issues, like a broken hair dryer, that don’t impact a Member’s stay and don’t require them to vacate would not support any refund. If your listing says that you don’t offer something, such as cable TV, you won’t be expected to have it.
• Can Members get a refund if I fix the issue?
  
  • As soon as a Membered notifies NomadRooms of an issue, the notification is forwarded to the Partner. Depending on the issue, the Partner may be asked to work with the Member to get the issue fixed. Partners are asked to be available should NomadRooms staff try to contact them via email, text, or phone call. Refunds will depend on the severity of the issue and how long it takes to resolve.
• Can Members get a full refund after the stay is complete?
  
  • The details for this situation can be found in our Cancellations/Changes Policy.

Still have a question? Contact Us