Cancellations
Guest Cancellation
If a guest wants to cancel a booked trip, please notify us as soon as possible via email to rentals@phoenixnest.properties. The cancellation is effective immediately. Whether the guest receives a full refund, a partial refund, or receives no refund depends on the circumstances, including when the guest cancels the trip, the length of the trip, and the trip type. The cancellation period is based on the vehicle’s time zone.
Full Refund
Guests receive a full refund if a cancellation occurs during the free cancellation period, is a cancellation for cleaning or safety concerns, or is the result of a mutual agreement to cancel between Phoenix Nest and guest supported by evidence.
Free cancellation period:
- Free cancellation depends on booking time. Guests may cancel free of charge up to 24 hours before their scheduled trip start time. Guests who book within 24 hours of the scheduled trip start time have one hour after booking to cancel for free.
Trip modifications:
- If a guest requests a trip modification and the request is approved, that modification does not reset the free cancellation period for the trip. It remains tied to the original booking time.
Cancellation for cleaning or safety concerns:
- Guests may cancel free of charge and receive a full refund if, upon inspecting the vehicle at trip start, they have concerns that it hasn’t been cleaned or is unsafe. Guests are only eligible for a full refund if they: do not accept the vehicle, do not check in for the trip, and immediately contact Phoenix Nest Properties to report the issue.
Partial Refund
Guests receive a partial refund if a cancellation occurs outside the free cancellation period, for incomplete post-booking steps, or a guest no-shows for a trip.
Cancellations outside the free period or for incomplete post-booking steps:
- We’ll issue a partial refund to guests who do not fall within the free cancellation period but notify the host and successfully cancel the trip. Also, if a guest in the United States does not complete post-booking steps within the required time frame, we’ll cancel the trip and issue a partial refund.
- For canceled trips that are longer than two days, we’ll refund the guest the trip price and trip fee minus the average of one day’s cost.
- For canceled trips that are two days or shorter, we’ll refund the guest the trip price and trip fee minus half the average of one day’s cost.
Guest no-show:
- If a guest fails to cancel and doesn’t show up for the trip within two hours of the trip’s scheduled start time, or if the photos or information provided by a guest fail to sufficiently allow for verification of the guest or their license during check-in, it’s a guest no-show. A guest who shows up to a trip with no license, with an invalid license, or who sends their additional driver or another individual in their place is also a guest no-show. Phoenix Nest will cancel guest no-show trips, and we’ll issue the guest a partial refund.
- For no-show trips that are longer than two days, we’ll refund the guest their trip price and trip fee minus the average of two days’ cost, the protection plan, and any security deposit.
- For no-show trips that are two days or shorter, we’ll refund the guest their trip price and trip fee minus the average of 75% of one day’s cost, the protection plan, and any security deposit.
Exceptions:
- Exceptions to the guest refund amounts for cancellations outside the free period and for no-shows may apply in the event of a flight or train delay, flight or train cancellation, lost baggage issue (see below), safety issues tied to vehicle cleanliness, proof of providing valid verification photos or information at check-in, or other extenuating circumstances.
No Refund
Early returns:
- There are no credits/refunds issued for early returns except when the guest has submitted a trip modification request through the Phoenix Nest website or app, as defined in the Phoenix Nest terms of service, to shorten their trip and the request is approved.
Non-refundable trips:
- There are no credits/refunds issued for non-refundable trips canceled after the grace period of 24 hours after booking.
Guest Trips Impacted by Flight or Train Delays, Cancellations, or Lost Baggage
- If a guest’s flight or train is delayed or canceled, or if a guest experiences an issue with their baggage upon arrival, they must message Phoenix Nest to tell them and to request a trip modification for a new start time.
- If Phoenix Nest cannot or does not accommodate a new start time and the trip must be canceled, Phoenix Nest will issue the guest a full refund if they’ve messaged Phoenix Nest and provided documentation.
- Guests must notify the host of the flight or train delay or cancellation at least one hour before the scheduled Phoenix Nest trip start time.
- If the guest experiences an issue with their baggage upon arrival, they need to report the issue to Phoenix Nest as soon as possible and determine if Phoenix Nest can still accommodate the trip, whether through a modification of the trip start time or within the existing vehicle pick up window.
- Guests must provide documentation, such as a screenshot from the airline or train carrier mobile app or website or a photo of the departure board showing the delay or cancellation, that shows the issue.
- The guest must notify Phoenix Nest of a flight or train delay or cancellation within at least 24 hours of the trip’s scheduled start time to be eligible to benefit from this cancellation policy.
- If the guest’s flight or train is canceled/delayed more than three days in advance of the trip start time, this policy does not apply.
Phoenix Nest Properties Cancellation
- If we need to cancel a trip, we will notify you over email and text as soon as possible. The cancellation is effective immediately, and the guest receives a full refund.
