Extenuating Circumstances


The Extenuating Circumstances Policy outlines how cancellations are managed in the event of unforeseen circumstances beyond the control of guests or hosts that arise after booking, rendering it impractical or illegal to complete the reservation. This policy applies to reservations for accommodations and experiences on Lake (Lake.com) platform.

Policy Application:

When this policy permits cancellation, it supersedes the reservation’s cancellation policy and governs the cancellation process. Guests affected by an event covered by this policy are eligible to cancel their reservation and receive, depending on the circumstances, a cash refund, travel credit, and/or other consideration. Hosts affected by an event covered by this policy can cancel without adverse consequences. However, depending on the circumstances, their calendars may be blocked for the dates of the canceled reservation.

Covered Events:

The Extenuating Circumstances Policy applies to the following situations:

  1. Changes to Government Travel Requirements: Unexpected changes to visa or passport requirements imposed by a governmental agency that prevent travel to the destination. This excludes lost or expired travel documents or other personal circumstances related to a guest’s authorization to travel.
  2. Declared Emergencies and Epidemics: Government-declared local or national emergencies, epidemics, pandemics, and public health emergencies. This excludes diseases that are endemic or commonly associated with an area.
  3. Government Travel Restrictions: Travel restrictions imposed by a governmental agency that prevent or prohibit traveling to, staying at, or returning from the listing location. This excludes non-binding travel advisories and similar government guidance.
  4. Military Actions and Other Hostilities: Acts of war, hostilities, invasions, civil war, terrorism, explosions, bombings, rebellions, riots, insurrection, civil disorder, and civil unrest.
  5. Natural Disasters: Natural disasters, acts of God, large-scale outages of essential utilities, volcanic eruptions, tsunamis, and other severe and abnormal weather events. This excludes weather or natural conditions that are foreseeable in that location.

Events Not Covered:

The following events are not covered by the Extenuating Circumstances Policy:

  1. Unexpected disease, illness, or injury.
  2. Government obligations like jury duty, court appearances, or military duties.
  3. Travel advisories or other government guidance that fall short of a travel ban or prohibition.
  4. Cancellation or rescheduling of an event for which the reservation was made.
  5. Transportation disruptions unrelated to a covered event.

Cancellation Process:

If Lake notifies or publishes information confirming that this policy applies to a reservation, guests should follow the provided cancellation instructions. Guests can cancel under this policy by accessing their account and canceling the impacted reservation. If guests believe this policy applies to their reservation but have not been notified, they should contact Lake to cancel the reservation. In all cases, guests should be prepared to provide documentation showing how the event has impacted them or their reservation.

Policy Coverage:

This policy applies to all reservations with a check-in date on or after the effective date.

If you have questions, please contact Lake’s customer support.

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