At True Story Houses we aim to provide our guests with a simple, transparent and fair booking experience. This policy explains the conditions that apply to cancellations and possible refunds for reservations made directly through our website.
1. Scope
This policy applies to all reservations made directly through the True Story Houses website or through direct communication with our team.
Reservations made through external platforms such as Airbnb or Booking.com are subject exclusively to the cancellation policies of those platforms.
2. Cancellation conditions
Cancellation conditions may vary between the different properties managed by True Story Houses.
The specific policy applicable to each reservation is always presented on the property page and confirmed during the booking process.
By completing a reservation, guests accept the cancellation conditions associated with that property.
3. Guest cancellations
If a guest needs to cancel a reservation, they should contact us using the contact details available on our website.
Depending on the specific cancellation policy of the property booked, the cancellation may result in:
- Full refund
- Partial refund
- Non refundable reservation
The exact conditions are always presented during the booking process.
4. Refunds
When applicable, refunds will be processed using the same payment method used for the original reservation.
Processing times may vary depending on the payment method and may take up to 10 business days after confirmation of the cancellation.
5. Exceptional circumstances
In exceptional or unforeseen situations that prevent the stay from taking place, True Story Houses will review each case individually and may, whenever possible, offer alternatives such as date changes or credit for a future stay.
6. Reservation changes
Requests to change the dates or duration of a stay are subject to property availability and the conditions of the reservation.
Changes may result in adjustments to the final price of the booking.
7. Contact
For any questions regarding cancellations or refunds, guests can contact us through the True Story Houses website or by email.