An update on travel and coronavirus from Plum Guide

Everything you need to know about our cancellation and refund policies in times of Covid-19


Plane in the sky

If you’ve made a booking but can’t travel due to Covid-19 restrictions

We will refund you in full (unless explicitly stated otherwise at the time of booking) if you’ve made a booking with us but find yourself affected by one of the following:

  • It’s illegal for you to travel to your booked accommodation from your location

  • It’s illegal for you to stay in your booked accommodation

If you are not in one of the groups above, our usual terms & conditions and cancellation policies apply. See your booking confirmation email to check what your cancellation policy is.

If you test positive before your trip

If you’ve tested positive for Covid-19 at a time that will stop you from travelling or you're having to self-isolate, we will help you amend your travel dates where possible. Please note that this is subject to home availability and host discretion.

Why you can book with confidence

  • Where the above circumstances apply and requirements are met, we will always honour your refund.

  • In response to Covid-19, this year we rolled out new deep-cleaning standards for our hosts, created in collaboration with industry experts. All Plum Guide hosts commit to adhering to these standards.

  • Our Customer Care team is on hand to assist with any questions or problems, both during booking and your stay. We’re here to help.

How to cancel your booking if you can’t travel

If you wish to cancel your booking, please complete this form with details of your booking as soon as possible. At that point, our Customer Care team will help you with the cancellation process. Hosts select their own cancellation policy and they vary from home to home, so it’s important to read the terms prior to booking.

All cancellation policies are time-sensitive, so please let us know as soon as possible. If you would like to speak to someone from Customer Care you can call us:

  • US: +1-888-535-5667

  • UK: +44 (0) 203 795 1390

  • AUS: +61 1800 953-263

  • Rest of World: +44 (0) 203 795 1390

Last updated June 28 2021

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