Cancellation Policy

Sky Holiday Platform’s Role and Liability

Standard Cancellation Policy for Guests

To ensure fairness for both parties, Sky Holiday enforces a consistent cancellation policy for all bookings:

Full Refund (Including Admin Fee) Within 48 Hours of Booking: Guests may cancel their reservation within 48 hours of the initial booking and receive a full refund, including the 8% administration fee.

Partial Refund (Excluding Admin Fee) After 48 Hours of Booking: Guests canceling their reservation more than 48 hours after booking but up to 48 hours before check-in will receive a full refund of the booking amount, excluding an 8% non-refundable administration fee. This fee covers platform operational costs and is non-refundable after the initial 48-hour window.

Non-Refundable Within 48 Hours of Check-In: For cancellations made within 48 hours of the scheduled check-in, no refund will be provided. We recognize that plans can change unexpectedly, but this policy helps ensure fairness for both guests and hosts and supports property availability management.

Host Cancellations

If a host cancels a reservation, regardless of whether it occurs more than or within 48 hours before check-in, the following policies apply:

• Full Refund for Guest: The guest will receive a full refund, including the 8% administration fee, ensuring that they are not financially impacted by the host’s cancellation.

• Impact on Host’s Reputation: Although hosts are allowed to cancel, frequent cancellations can negatively affect their reputation. Hosts who regularly cancel bookings may see a decline in their visibility and booking rates, as guests tend to prefer listings with a reliable booking history.

• Host Responsibility and Platform Commission: In the case of last-minute cancellations (within 48 hours of check-in), hosts are required to pay Sky Holiday’s platform commission based on the original booking amount. This measure helps maintain the platform’s integrity and guest trust.

• Requirement for Reasonable Justification: Hosts must provide a valid reason for any cancellation. Failure to do so may result in further action, including penalties or a temporary suspension from the platform. Hosts are encouraged to cancel only in unavoidable situations to avoid disrupting guests’ plans and affecting their experience.

• Encouragement to Block Unavailable Dates: To reduce the likelihood of cancellations, hosts are advised to keep their calendars up-to-date, blocking off any dates when their property is unavailable. This proactive approach benefits both hosts and guests by minimizing unexpected disruptions.

Repeated Host Cancellations

We take the issue of repeated cancellations very seriously. Multiple last-minute cancellations by a host can harm the platform’s reputation and impact guest trust. Therefore, Sky Holiday has the following measures in place for hosts who cancel frequently:

Temporary or Permanent Suspension: Hosts who cancel bookings repeatedly, particularly within 48 hours of check-in, may face temporary or permanent suspension from Sky Holiday. This is done to protect the overall user experience and ensure that guests can book with confidence.

Penalty for Last-Minute Cancellations: If a host cancels at the last minute, additional penalties may apply. In some cases, if the cancellation forces the guest to find a replacement property at a higher price, the host may be required to pay for the guest’s price difference, as a form of compensation.

Action Against Abusive Hosts: Sky Holiday reserves the right to take immediate action against hosts who demonstrate a pattern of behaviour designed to avoid their responsibilities or create inconvenience for guests.

Cancellations to Avoid Sky Holiday Fees

Guests and hosts are prohibited from attempting to bypass Sky Holiday’s fees by cancelling a booking and arranging a private agreement outside the platform. If either party attempts this, the following will apply:

Non-Refundable Admin Fee: If the cancellation is done outside the Sky Holiday platform, the 8% administration fee charged to the guest will not be refunded. This is to prevent any manipulation of the booking system and ensure that the platform remains fair to all users.

No Support from Sky Holiday: In cases where a booking is cancelled off-platform, Sky Holiday will not be able to offer assistance regarding refunds or disputes. All bookings must be managed and cancelled through the platform to ensure that all parties are protected under our policies.

Violation of Terms: Any attempt to conduct bookings or cancellations outside the Sky Holiday platform constitutes a violation of our terms and may result in account suspension or termination.

Fees and Charges on Sky Holiday

Sky Holiday charges the following fees to maintain the platform and ensure that it continues to provide value for both guests and hosts:

Guest Administration Fee: Sky Holiday charges a non-refundable 8% administration fee on the total amount of the booking. This fee is deducted at the time of booking and is non-refundable, except in cases where the guest cancels within the first 48 hours of booking, in which case the 8% fee is refunded. If the host cancels the reservation, the guest will receive a full refund, including the 8% administration fee, regardless of the time frame.

Host Listing Fee: Hosts are charged a 2% listing fee to list their properties on the platform. This fee is also non-refundable and helps support the ongoing development and maintenance of the platform.

Payment Transaction Fee: Hosts are subject to a 1% payment transaction fee on the total value of each booking. This fee helps cover payment processing costs associated with the booking.

Communication and Dispute Resolution Guidelines

Clear communication is essential for smooth transactions on Sky Holiday. Guests and hosts should always use the Sky Holiday messaging system to communicate about bookings, cancellations, or any other issues related to the reservation. This ensures that all correspondence is documented properly.

Cancellation and Refund Requests: Any cancellation or refund requests should be made through the platform, ensuring a clear record of the request and actions taken.

Dispute Resolution: Sky Holiday does not intervene in disputes between guests and hosts unless a clear violation of our policies has occurred. We recommend that guests and hosts work directly with each other to resolve any issues, but we are available to assist in cases of serious disputes, such as fraudulent activity or violations of the platform’s terms.

Fraud Reporting and Platform Violations

Sky Holiday takes the security of our users seriously. If you suspect fraudulent behaviour or if there are any violations of our terms, it is important to report these immediately.

Reporting Fraudulent Behaviour: Any reports of fraudulent activity, such as hosts encouraging guests to cancel bookings to avoid fees or moving bookings off the platform, should be sent directly to Sky Holiday’s support team.

Consequences of Fraud: Hosts or guests found to be engaging in fraudulent behaviour may face temporary or permanent suspension from the platform. Verified violations will result in the removal of the offending party’s account from Sky Holiday.

Sky Holiday’s Limited Liability Disclaimer

As a platform, Sky Holiday connects guests and hosts but does not take responsibility for:

Property Management: Hosts are fully responsible for managing their listings, including the quality of their properties and the terms of their bookings.

Booking Disputes: We are not responsible for disputes between guests and hosts regarding cancellations, property conditions, or refunds unless there is clear violation of our policies.

Off-Platform Transactions: Any transactions or cancellations conducted outside the Sky Holiday platform are not covered under our terms of service.

Sky Holiday Discretionary Assistance

While Sky Holiday is not responsible for cancellations, we may choose to intervene in exceptional cases, such as last-minute cancellations by hosts. In these cases, we may assist in facilitating a resolution, but such assistance is not guaranteed and will depend on the specific circumstances.

Agreement to Terms

By using Sky Holiday, both guests and hosts acknowledge that they have read and understood this cancellation policy and agree to abide by all terms and conditions set forth above. Failure to comply with these terms may result in the suspension or termination of accounts.