Guest Refund

This all-encompassing Rebooking and Refund Policy is a testament to our dedication to ensuring utmost satisfaction for our valued guests. It not only covers private villa stays but also extends to the realms of private yacht charters and exclusive tours booked through Vacayandco.

Host Cancellation before Experience

In the rare event of a Host or provider canceling before the scheduled service date, rest assured that guests shall receive a full refund. For cancellations within 30 days of the service date, our committed team actively engages in assisting guests to find comparable alternatives, ensuring your travel plans remain undisturbed.

Travel Issue Disruption

We understand that unforeseen issues may arise during your journey. This is why we encourage you to report any Travel Issues within 24 hours of discovery for all services. Our promise is to delicately handle these situations, offering full or partial refunds based on the severity of the issue. We go the extra mile to support you in finding alternative accommodations or services, all in the spirit of ensuring your travel memories are nothing short of extraordinary.

Covered Travel Issues

• Host or provider cancels before the experience.
• Lack of access or availability to booked accommodations, yacht charters, or exclusive tours.
• Undisclosed presence during the stay, charter, or tour.
• Issues with cleanliness, safety, or inaccurate descriptions.

How Claims Work

Your comfort is our priority. Guests can contact us within 24 hours of discovering a Travel Issue, providing relevant evidence. Our dedicated team evaluates claims with a compassionate touch, considering the unique circumstances of each situation.

Impact on Hosts/Providers

While we advocate for guest satisfaction, we also understand the concerns of our Hosts or providers. Payouts may be adjusted based on the refund to the guest, and we offer a fair dispute resolution process for Hosts or providers.

Other Considerations

• Guests are encouraged to attempt to resolve issues directly with the Host or provider before filing a claim.
• This Policy takes precedence over the reservation or booking's cancellation policy.
• Timely reporting is crucial, but we understand exceptions may apply under certain circumstances.
• Fraudulent claims violate our commitment to transparency and trust.
• Our decisions under this Policy are not just binding; they are made with a deep sense of responsibility.
• This Policy applies to all services booked on or after the Effective Date.

Contact us

For any inquiries or to report a Travel Issue, our friendly team is just a phone call or WhatsApp message away at (+66) 0961195966 or LINE OA: @vacayandco. Please also send us email for clear reference at reservation@vacayandco.com with your reservation number. Your seamless travel experience is our joyous commitment.