Special Covid-19 Refund Policy

If you’ve made a booking but can’t travel due to Covid-19 restrictions

Subject to the limitations on this page below, our Partner will refund you in full (unless explicitly stated otherwise at the time of booking) if you’ve made a booking with us but find yourself affected by one of the following:

  • It’s illegal for you to travel to your booked accommodation from your location
  • It’s illegal for you to stay in your booked accommodation

If you are not in one of the groups above, our Partner’s usual Terms & Conditions and Cancellation Policies apply. Please see your booking confirmation email to check your Cancellation Policy.

If you test positive before your trip

If you’ve tested positive for Covid-19 at a time that will stop you from travelling or you’re having to self-isolate, we will help you amend your travel dates where possible. Please note that this is subject to home availability and host discretion.

If you require cancellation protection for these circumstances, we encourage you to take the appropriate travel insurance for your trip.

Why you can book with confidence

  • Where the above circumstances apply and requirements are met, we will always honour your refund.
  • In response to Covid-19, this year we rolled out new deep-cleaning standards for our hosts, created in collaboration with industry experts. All Plum Guide hosts commit to adhering to these standards.
  • Our Customer Care team is on hand to assist with any questions or problems, both during booking and your stay. We’re here to help.

How to cancel your booking if you can’t travel

If you wish to cancel your booking, please complete this form with details of your booking as soon as possible. At that point, our Client Care team will help you with the cancellation process. Hosts select their own cancellation policy and they vary from home to home, so it’s important to read the terms prior to booking.

All cancellation policies are time-sensitive, so please let us know as soon as possible. If you would like to speak to one of our Client Care Counselors, please send us a message by WhatsApp, Telegram, Signal, Viber or Facebook Messenger:

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