Guest Refund & Return Policy

At Travela, we strive to ensure that every guest enjoys a smooth and satisfying accommodation experience. If something goes wrong with your booking, we’re here to help. This policy outlines the conditions under which guests may be eligible for a refund.

1. Eligibility for Refund

You may be eligible for a full or partial refund if any of the following occurs:

• The host cancels the booking before check-in
• The property is significantly different from the listing description or photos
• The property is unsafe or unclean upon arrival
• You are denied access to the property upon check-in

2. Refund Request Process

To request a refund, please follow these steps:

• Contact Travela Support within 24 hours of check-in
• Provide detailed evidence, including photos or videos
• Allow us time to investigate and communicate with the host

3. Non-Refundable Situations

Refunds may not be granted in the following cases:

• Late check-in or early check-out due to personal reasons
• Change of mind after check-in
• Issues not reported within 24 hours of check-in
• Violation of house rules or booking terms

4. Partial Refunds

In some cases, Travela may offer a partial refund depending on the issue and duration of stay. This is determined on a case-by-case basis after a full review of the complaint.

5. Host Communication

Guests are encouraged to communicate with the host directly to resolve minor issues before contacting Travela. In case of no resolution, our support team will step in.

6. Refund Timeline

Approved refunds will be processed within 7–10 business days through the original payment method. Processing times may vary based on your bank or payment provider.