There are a number of potential reasons hosts would issue a refund to guests, from faulty appliances or plumbing issues to improper cleaning procedures.

All refunds related to issues with a guest’s experience will be issued at the discretion of the host. While as travelers, we can all sympathize with guests when an experience is misrepresented or something goes wrong; however, as hosts ourselves, we also realize that certain guests may try to take advantage of sympathetic hosts to get some of their money back even if highly satisfied with their experience.

The messaging feature (see Bookings Inquiries & Messaging With Guests) will remain active following the end of the guest’s stay, which will be the primary mode of communication to resolve any refund issues.

If the host and guest are not able to reach a resolution, in a satisfactory manor, hosts and guests can engage the Customer Support team at [support]@nomacasa.com so that we can step in to remediate the dispute.