From time to time, we know that guests may book a property which doesn’t meet their expectations in terms of it’s location or amenities or their requirements which may have changed between the time of booking the accommodation and arrival. Also, plans change and sometimes guests need to vacate the property prior to the anticipated departure date.
Here is our policy on addressing such situations:
At Nox, we strive to provide our guests with exceptional experiences, and we appreciate your choice in staying with us.
We understand that preferences and expectations may vary, and occasionally, guests may wish to explore alternative accommodation options or to cancel for various reasons. We want to inform you about our policy regarding property relocations and post-arrival cancellations to ensure transparency and clarity in such situations.
Property Relocations:
- Private Ownership and Reservation Agreements:
- Each property in our portfolio is privately owned, and your reservation agreement is directly with the specific property owner.
- Subjective Consideration:
- We acknowledge that the decision to request a property relocation is often subjective. While there may be nothing materially wrong with the property or the representation provided by Nox, we understand that personal preferences and expectations may play a role in your desire for an alternative experience.
- Alternative Property Offer:
- If you express a desire to relocate to a different property, we are committed to assisting you. We will offer you alternative properties that may better suit your preferences.
- New Reservation Payment:
- Relocating to a different property involves creating a new reservation. Therefore, you will be required to make a new reservation at the alternative property of your choice. This payment is separate from your original reservation.
- Availability and Credit Process:
- Once you have secured a new reservation at the alternative property, Nox will open up the availability of the original property for the dates in question. If we successfully find a new guest to occupy the vacated dates, we will credit you back with the income generated from the new rental.
- Terms and Conditions:
- We recommend reviewing the terms and conditions associated with your reservation, as outlined on our website.
Post arrival cancellations:
- Private Ownership and Reservation Agreements:
- Each property in our portfolio is privately owned, and your reservation agreement is directly with the specific property owner for the confirmed dates and rate. Nox does not have authority to amend the contract post the arrival date, and requests for refunds for days not stayed need to be passed by the Owner.
- In our experience, our Owners typically do not offer refunds for pre-departure cancellation.
- Personal circumstances:
- We acknowledge that plans change, and guests from time to time need to depart earlier than anticipated. We will do our best to assist with onward travel plans and accommodation, as may be required.
- How Nox can help you:
- Nox will reopen the availability calendar for the cancelled dates.
- The entire income from any new booking will be credited to our guests.
- Please note that daily rates do fluctuate, and may not be at the same level as what was originally paid for the cancelled booking.