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CitiesTroves®

Legal · The House

Cancellation Policy.

Last updated · March 2026

Each residence on CitiesTroves carries a cancellation policy chosen by its Residence Manager. The applicable tier is declared on the listing and during the reservation flow. Please review it before confirming.

I · Tiers

Three lines, plainly held.

I

Flexible.

Best for uncertain plans.

  • Free cancellationup to 24 hours before check-in. Full refund of the accommodation cost.
  • Within 24 hours of check-inthe first night is charged. The remainder is refunded.
  • No-showfull booking amount charged.
II

Moderate.

Balanced flexibility.

  • Free cancellationup to 5 days before check-in. Full refund of the accommodation cost.
  • Within 5 days of check-in50% of the total booking amount is charged. The remaining 50% is refunded.
  • No-showfull booking amount charged.
III

Strict.

Limited flexibility.

  • More than 7 days before check-in50% refund of the total booking amount.
  • 7 days or less before check-inno refund.
  • No-showfull booking amount charged.

II · How refunds work

The line between cancellation and return.

When a cancellation qualifies for a refund under the applicable policy:

  • Refunds are initiated within 24 hours of the cancellation being processed.
  • The refund returns to the original payment method used for the booking.
  • Processing times vary by payment provider but typically take 5 to 10 business days to appear in your account.
  • The CitiesTroves service fee is non-refundable, except in cases of extenuating circumstances or Residence Manager cancellation.

III · Extenuating circumstances

When the standard does not apply.

In certain extraordinary situations, CitiesTroves may override the standard cancellation policy and issue a full refund. Extenuating circumstances include, without limit:

  • Natural disasters, epidemics, or pandemics that make travel unsafe or impossible.
  • Government-imposed travel restrictions, border closures, or mandatory quarantine orders.
  • Serious illness, injury, or death of the guest or an immediate family member (documentation required).
  • Significant property damage or safety issues that render the accommodation uninhabitable.

To request a refund under extenuating circumstances, write to us with supporting documentation. Each case is reviewed individually at CitiesTroves' sole discretion.

IV · How to cancel

Four steps.

  1. 01Sign in to your CitiesTroves account.
  2. 02Open Itineraries.
  3. 03Select the booking you wish to cancel.
  4. 04Choose "Cancel booking" and confirm. A confirmation email follows with details of any refund.

V · Residence Manager cancellations

When the house steps back.

Residence Managers are expected to honour every confirmed reservation. If a Residence Manager cancels a confirmed booking:

  • The guest receives a full refund, including the CitiesTroves service fee.
  • CitiesTroves will assist the guest in finding alternative accommodation where possible.
  • The Residence Manager may incur a cancellation penalty fee, deducted from the next payout.
  • Repeated cancellations may result in reduced listing visibility, suspension, or permanent removal from the platform.
  • A cancellation record is maintained on the Residence Manager's profile and may affect search ranking and verification status.

For full details on Residence Manager obligations, see our Host Agreement.

Questions

Write to us.

If you have a question about the cancellation policy, reach us at hello@citiestroves.com or browse the help centre.