LDS Stays empowers our hosts to set and manage their cancellation policies. In the event a host or guest needs to cancel a reservation, it is their responsibility to cancel as soon as possible. At times, certain circumstances outside of a host or guest’s control can impact their ability to meet the terms of a booking.

In rare instances, if LDS Stays determines that a Guest’s reason for cancellation falls within LDS Stays Extenuating Circumstances Policy, LDS Stays may override the Host’s cancellation policy and make refund decisions. If LDS Stays determines that a Host’s reason for cancellation falls within LDS Stays Extenuating Circumstances policy, LDS Stays may waive the host cancellation penalties outlined in LDS Stays Terms & Conditions

What might be covered under the Extenuating Circumstances Policy?

Valid circumstances include:

• Unexpected death or serious illness of a host, guest or immediate family member (spouse/partner, child, parent, legal guardian, grandparent, or sibling)
• Serious injury that directly restricts a guest’s ability to travel or a host’s ability to host
• Significant natural disasters or severe weather incidents impacting the location of destination or location of departure
• Urgent travel restrictions or severe security advisories issued after the time of booking, by an appropriate national or international authority (such as a government office or department)
• Endemic disease declared by a credible national or international authority
• Severe property damage or unforeseen maintenance issues that directly impact the ability to host safely
• Government-mandated obligations issued after the time of booking (i.e.: jury duty, court appearances, military or government assignments)

If you need to make a claim

Claims can only be considered after a reservation has been cancelled. Once you’ve informed your host or guest and cancelled a reservation, if you feel that your reason for cancelation is covered by LDS Stays Extenuating Circumstances Policy, contact LDS Stays for consideration. We generally require claims to be submitted no later than 14 days from the original check-in date and we may require valid supporting documentation.