Stay Cancellation Policy

Courtesy translation. In the event of any discrepancy, the Spanish version shall prevail.

1. How it works

Each KORU Room listing has one of three cancellation policies: flexible, moderate or strict. The Host chooses it and you see it in the listing and in your booking summary, before paying.

• The applicable policy is the one the listing had when you booked.
• You can cancel from your account as long as the stay has not started.
• Periods are counted in full 24-hour days before the listing’s check-in time, in the local time of the accommodation.
• The “total paid” is the amount shown on your receipt: nights, cleaning fee and taxes.
• When your booking is confirmed, you receive a confirmation stating the rate, the type of space, the included amenities, the nights, the cancellation policy and charges, your booking code and the latest check-in time. What that confirmation states is what applies to your stay.

2. If you cancel: the three policies

Under all three policies, the cleaning fee is refunded in full if the stay has not started.

Examples, with a booking of 3 nights at MXN 1,500 (MXN 4,500) plus MXN 500 for cleaning, total MXN 5,000:

• Flexible. You cancel 2 days before: you are refunded MXN 5,000. You cancel 10 hours before: you are refunded MXN 500 for cleaning.
• Moderate. You cancel 6 days before: you are refunded MXN 5,000. You cancel 3 days before: you are refunded MXN 500 for cleaning.
• Strict. You cancel 10 days before: you are refunded MXN 2,750 (50% of the nights, MXN 2,250, plus MXN 500 for cleaning). You cancel 4 days before: you are refunded MXN 500 for cleaning.

Taxes are refunded in the same proportion as the item to which they relate.

3. If you do not show up or leave early

• If you do not arrive and did not cancel, the listing’s policy applies as a late cancellation.
• If you leave before the check-out date, unused nights are not refunded, unless otherwise agreed in writing with the Host and recorded on the Platform.

4. If the Host or KORU cancels

• If the Host or KORU cancels your booking, you are not charged anything.
• You choose: a full refund of what you paid or, if available, other equivalent accommodation. If the equivalent accommodation costs less, the difference is refunded to you.
• A Host who cancels without justified cause is subject to the consequences set out in the Terms for Hosts: charges, blocking of those dates and, if repeated, suspension of their listings.

5. If the accommodation is not as advertised

Let us know through the Platform within 24 hours after your arrival, with photographs, if:

• You cannot get into the accommodation.
• The accommodation does not materially match the listing.
• It is not safe or not clean.
• You find an undeclared camera, or a camera in a bedroom, bathroom or sleeping area.

KORU reviews the case with you and with the Host. If appropriate, you choose: other equivalent accommodation or a refund of the nights you do not use. If you were unable to stay, the refund is in full.

6. Force majeure

If an event beyond your and the Host’s control prevents the stay, either of you may cancel without penalty and you are refunded the total of the unused nights and the cleaning fee if the stay has not started.

The following count as force majeure, with evidence:

• Natural disasters and emergency declarations in the area of the accommodation, such as hurricanes, earthquakes or floods.
• Orders from an authority that prevent travel to the area or use of the accommodation.
• Closure of airports or of the access routes to the area.

The following do not count: usual bad weather, changes of plans, the cancellation or delay of a flight, or conditions already known at the time of booking.

7. Cleaning fee, commission and refunds

• The cleaning fee is refunded in full whenever the stay has not started.
• KORU’s commission is charged to the Host, not to you. It is not deducted from any refund.
• Refunds are made to the same payment method and in Mexican pesos.
• They may take 5 to 10 business days to appear, depending on your bank.

8. Changes of dates or number of guests

Changes are subject to availability and to the Host’s acceptance. Request them on the Platform before your arrival and we will inform you of any price difference. An accepted change does not incur a penalty.

9. Deposit and damage

• KORU Room does not charge a security deposit by default. Instead, we verify your identity before arrival.
• If a listing requires a deposit, you will see its amount in the listing and in the booking summary, before paying. It is held on your card, is not a final charge and is released after your check-out if there is no claim.
• When booking, you agree that proven damage that you or your companions cause to the accommodation will be charged to your payment method.
• Before any charge, we show you the evidence and you have 48 hours to respond. KORU reviews what you and the Host submit and informs you of its decision and its reasons in writing. Not responding does not mean accepting the damage.
• Normal wear and tear is not charged.

10. Your rights as a consumer

Nothing in this policy limits the rights granted to you by the Ley Federal de Protección al Consumidor (Mexican Federal Consumer Protection Law). If the service is not provided or is deficient for reasons attributable to the Host or to KORU, you are entitled to a refund of what you paid and to the compensation provided for by law. You may contact the Procuraduría Federal del Consumidor (PROFECO, Mexican Federal Consumer Protection Agency).

11. Contact

legal@korurent.com · +52 55 4443 2191