How cancellations work for stays
On SUNDES, hosts can choose which cancellation policies to offer to guests, and guests can review them before booking
FLEXIBLE
- Guests can cancel up to 15 days prior to check-in for a full refund and the host will not receive any payment.
- If guests cancel after that date, up to 5 days before check-in, the host will receive the amount corresponding to 50% of the reservation and the guest a refund of 50% of the reservation.
- If guests cancel less than 5 days prior to check-in, the host will receive 100% of the reservation and the guest will not receive any refund.
Notes:
- Reservation: reserved nights + additional services of each property.
- The Sundes Service fee is non-refundable in any case of cancellation for whoever cancels.
- The security deposit is excluded from the cancellation fee and is 100% refundable (unless damages or fines are to be deducted for breach of property rules).
Guest charge policy:
The guest must pay 50% to reserve the property and the remaining 50% must be paid 45 days before check-in.
If the reservation is made less than 45 days before check-in, the guest must pay 100% to reserve the property.
Host payment policy:
The host will receive the rental payment 6 to 24 hours after the guest's check-in.
Hosts Cancellation Policy
If the person who cancels the reservation is the owner of the house, 100% of their payment will be refunded to the guest. And the host must have a penalty of 100,000 CLP that we will deduct from your next reservation along with a negative rating for the property.
Frequently asked questions:
Can guests get a refund if the property isn’t what was expected?
We’ll help guests find a new place to stay or issue a refund just if the property is inaccessible, unclean, unsafe, or if there is an animal present that was not previously notified.
Can guests get a full refund if the host can’t or won’t fix an issue?
Guests should contact us within 24 hours of finding the issue. In qualifying cases (such as those mentioned in the previous point), we can cancel a reservation and issue a refund.
What if a guest needs to cancel because of an emergency?
We may be able to issue a refund if a guest has to cancel because of an emergency.
How long does it take to get a refund?
We send refunds immediately upon cancellation and they usually show up within 3-5 days, but sometimes it takes as long as 15 days before they reflect on the original payment method. In some countries, such as Brazil and India, it can take up to 2 months for the refund to arrive.