Extenuating circumstances policy and the coronavirus (COVID-19)

Updated November 26, 2020

On March 11, the World Health Organization (WHO) declared the outbreak of coronavirus, known as COVID-19, to be a global pandemic. Since then, the outbreak has evolved rapidly with governments around the world taking swift action to slow the spread of COVID-19.

In response, we are providing the following coverage for COVID-19 under our extenuating circumstances policy to help protect our community and provide peace of Mind.

Please monitor this page for updates about coverage.

If you are a guest, you can find cancellation and refund options by going to the GoGo Terms & Procedures. If you are a host, you will find information in your hosting dashboard. If you made a reservation after March 14, 2020 there will be not refund.

Summary

Updated November 26, 2020.

Reservations made for GoGo Experiences on or before March 14, 2020, with a check-in date between March 14, 2020 and December 31, 2020, are covered by the policy and may be canceled before check-in. Guests who cancel will have cancellation and refund options, and hosts can cancel without charge or impact to their host status. GoGo will either refund, or issue travel credit that includes, all service fees for covered cancellations. To cancel under the policy, please remember that documentation will be required for your extenuating circumstance.

The host’s cancellation policy will apply as usual to reservations made after March 14, 2020. Cancellations will be handled according to the extenuating circumstances coverage in effect at the time of submission, and reservations that were already canceled will not be reconsidered. If a reservation has already begun (the check-in has passed) this extenuating circumstance does not apply. Different policies apply for domestic reservation in mainland China and for Luxury Accommodations.

Reservations that are covered

Reservations made on or before March 14, 2020

Reservations for stays at GoGo locations made on or before March 14, 2020, with a check-in date between March 14, 2020 and December 31, 2020, can be canceled before check-in. This means that guests who cancel under the policy will receive a full cash refund or travel credit in the amount they paid (where travel credit is available), hosts can cancel under the policy without charge or impact to their GoGo Status, and GoGo will either refund, or issue travel credit in an amount that includes, all service fees.

Reservations for stays at GoGo locations made on or before March 14, 2020, with a check-in date after December 31, 2020, are not currently covered for COVID-19 related extenuating circumstances. The host’s cancellation policy will apply as usual.

If a reservation has already begun (the check-in has passed) this extenuating circumstance does not apply.

Reservations made after March 14, 2020

Reservations for stays at GoGo locations made after March 14, 2020 will not be covered under our extenuating circumstances policy, except where the guest or host is currently sick with COVID-19. COVID-19 related circumstances not covered include: transportation disruptions and cancellations; travel advisories and restrictions; health advisories and quarantines; changes to applicable law; and other government mandates—like evacuation orders, border closures, prohibitions on short-term rentals, and shelter-in-place requirements. The host’s cancellation policy will apply as usual.

Our extenuating circumstances policy is intended to protect guests and hosts from unforeseen circumstances that arise after booking. After the declaration of COVID-19 as a global pandemic by the World Health Organization, the extenuating circumstances policy no longer applies because COVID-19 and its consequences are no longer unforeseen or unexpected. Please remember to carefully review the host’s cancellation policy when booking and consider choosing an option that provides flexibility.

How it works

If you are a guest, you can find cancellation and refund options by going to the TRIPS page and choosing your trip. If you are a host, you’ll find information in your hosting dashboard.

Coronavirus updates and resources

We have curated articles on our COMMUNITY and NEWSROOM pages during this time. Please find the latest information on GoGo’s COVID-19 response, from policy updates to resources for hosts and guests.

We ask that all community members be mindful of respect, inclusion, and our nondiscrimination policy when interacting with other members of our community. We will continue to review the application of this policy. Please monitor this or the NEWSROOM page for updates and new information. If you have a reservation made on or before March 14, 2020, with a check-in date after December 31, 2020, please check back here on December 1, 2020 for an update.