At Elite Stays SA, we understand that travel plans can change unexpectedly. To protect both our guests and our property hosts, we enforce a strict but fair cancellation timeline:
*Note: The Elite Stays SA Service Fee (if applicable) is non-refundable once a booking has been confirmed by the host.
In the rare and unlikely event that a Host must cancel a confirmed reservation due to an emergency or property damage:
We may override the standard cancellation policy and issue refunds in cases of severe extenuating circumstances that make the trip illegal or impossible. These include:
Personal illnesses, transportation disruptions (like cancelled flights), or standard weather conditions do not qualify as extenuating circumstances. We highly recommend purchasing independent travel insurance to cover these events.
Once a cancellation is initiated and a refund is approved, please allow time for your financial institution to process the transaction. All refunds are issued in South African Rand (ZAR) back to the original payment method.
If you have not received your funds after 10 business days, please contact your bank before reaching out to our support team.
To cancel a trip, log into your Elite Stays SA account, navigate to the My Trips portal, select the upcoming reservation, and click "Cancel Trip". The system will automatically calculate your eligible refund based on the timeline outlined in Section 1.
If you have questions about your eligibility for a refund or wish to dispute a cancellation charge, please contact our support team immediately.
Email: admin@elitestayssa.com
Phone / WhatsApp: +27 84 293 8786