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.  

If you require cancellation protection for these circumstances, we encourage you to take the appropriate travel insurance for your trip.

Why you can book with confidence

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

Guest Cancellation Policy

If you cancel your booking between 30 days prior to midday on the Arrival Date, we will refund the Booking Deposit.
 
Here is a summary for all existing and new bookings:

•   Cancellations before the 30th day before arrival and further out - full refund
•   Cancellations from 15th – 29th day before arrival - forfeit 50% of booking deposit
•   Cancellations from 5th to – 14th days before arrival - forfeit 75% of the booking deposit
•   Cancellations 5 days or less before arrival - forfeit 100% of the booking deposit

Host Cancellation Policy

As part of Wisali's commitment to providing a pleasant experience for guests, the company strives to minimize host cancellations. There are, however, some circumstances in which you, as a host, might have no choice but to cancel a booking.

Keep in mind that depending on the timing and number of cancellations you have made recently, Wisali will charge you a fee if you cancel a booking. The following are some negatives of cancellations by hosts:

•   Wisali will deduct $50 from your next payout if you cancel a booking over 7 days before the guest's check-in.
•   You'll have to pay $100 to Wisali if you cancel less than 7 days before check-in.
•   Once you have made at least 10 consecutive bookings without canceling, you will not be charged a cancellation fee
•   The corresponding days in your calendar will remain blocked if you cancel a reservation.
•   Wisali will notify other users that you have canceled a reservation if you cancel before the check-in day.

Your accommodation check-in

 
You can arrive at your accommodation after the Check in time (2pm) on the Arrival Date of your holiday unless agreed otherwise with the property handler.

Wisali does not have reception desks so it is important that you keep to the time that you have arranged to pick up the keys at the holiday home with the owner.

If your arrival will be delayed you must contact the Owner (or Manager), whose details are given on our booking confirmation email (with the Reserved invoice or Requested invoice), to ensure that an alternative time can be made directly. If you fail to do so you may not be able to gain immediate access to the Property until the Owner/Manager has been contacted to hand over the keys.  

You also agree to provide your ID and usual home address with your passport or driver’s license details if requested by the Owner/Manager on arrival.

You must leave by the Check out time (10am) on the Departure Date unless arranged otherwise with the Owner/Manager. If you have not arranged a late check out with the owner and are late leaving, a late fee may be charged. This fee charged is at the discretion of the Owner/Manager and is to cover the hire of an extra cleaner who will be needed if there is a same day changeover. Late checkout makes it very difficult to have the home ready in time for the next guest.

Any complaints or problems

Every effort has been made to ensure that you have an enjoyable and memorable holiday. If however, you have any cause for complaint it is important that remedial action is taken as soon as possible. If something does not work or if there is anything missing - please contact us as soon as possible through the form available in our website or the number provided therein.

How / When can I expect to receive my refund?

Wisali issues refunds to the original payment method that was used to make the booking. If you want the refund issued to a different payment method, contact Wisali. Wisali sends a receipt email displaying the refund amount.

According to Wisali, users will receive their refund within 10 days from the time it’s initiated, the amount varying depending on the cancellation day and time (See above applicable cancellation rates). How long the funds take to arrive to your payment method can vary.