Circumstances that require documentation:
Death of a steward, guest, or their immediate family member. You’ll be asked to provide one of these documents:
- Death certificate
- News article naming the deceased
Serious illness of a steward, guest, or any member of the traveling party. You’ll be asked to provide a general statement from a physician confirming that the person can't travel. The statement must be dated after the reservation was booked.
Government-mandated obligations including jury duty, travel restrictions, court appearances, and military deployment. You'll be asked to provide a copy of the official notice dated after the reservation was booked, including the name of the person fulfilling the obligation.
Severe damage to the home that makes it unsafe for guests, or that prevents guests from accessing basic amenities like running water. This doesn’t include planned renovations. You’ll be asked to provide the following documents:
- Proof that the issue is being fixed
- An estimate of when it will be fixed
- An invoice for the repairs being done
- Photos of the damage
Airport and road closures, and flight cancellations, that make it impossible to travel to your destination. This includes closures and cancellations caused by natural disasters like earthquakes or severe storms. You’ll be asked to provide a notice of the road closure, or notice of the airport closure, or proof that the flight was canceled.
Circumstances that require special review:
There’s no required documentation for these circumstances, but our specialized team will review each case to confirm that you’re directly affected.
Severe security advisories for political or civil unrest in the area that the guest is traveling from, traveling to, or that the steward’s home is located in. Examples include:
- Civil Unrest
- Increased military presence
- Severe damage to the area’s infrastructure
Changes to visa or passport requirements that make it impossible to travel to the destination. This doesn’t include lost or expired travel documents.
Natural disasters that prevent the guest from traveling to or from the destination, or that make it unsafe to receive guests. Examples include:
- Severe storms
- Blizzards or severe winter storms
Endemic disease or illness that suddenly affects a region or an entire group of people. This doesn’t include existing diseases that are associated with an area—for example, malaria in Thailand or dengue fever in Hawaii. Examples of endemic disease include:
- Chagas disease