Owner Cancellation Policy

Terms of Service

As described in Section 10.1 ("Owner Cancellation Policy") of the Vacation Rental Management Agreement (the "Management Agreement"), Diamond STR LLC relies on your availability calendar to enter into Booking transactions with guests and you agree to honor all Bookings. If you cancel one or more Bookings for your Property (an "Owner Cancellation"), you understand that Diamond STR LLC may be required to issue a refund or find alternative accommodations for a guest, offer booking credits, or make other arrangements to satisfy the guest, in Diamond STR LLC's sole discretion.

As a result, following each Owner Cancellation, Diamond STR LLC will charge the Owner and debit the Owner account the greater of (i) two times (2x) the Management Fee that Diamond STR LLC would have earned on the canceled booking if completed; or (i) $250.

SITUATIONS IN WHICH CHARGES APPLY

Owners will be charged for an Owner Cancellation in situations where the owner is responsible or at fault for the cancellation, including but not limited to:

  • The owner did not alert Diamond STR LLC of existing HO or local/government restrictions.
  • The owner failed to block the calendar.
  • A change occurred in the property that is making it impossible to accommodate a group (i.e. bedroom configuration change), and the owner did not make Diamond STR LLC aware of the change
  • A rule was changed by the owner of the property after the booking was made, and the reservation can no longer be accommodated.
  • The owner is canceling a booking due to personal concerns that is not being required by local, federal, or international agencies.
  • The owner is not happy with the rate or stay length of the booking.

The owner has decided to terminate its partnership with Diamond STR LLC without honoring future bookings.

Owners may be eligible for a refund of Owner Cancellation charges in some situations, if documentation, as requested by Diamond STR LLC, is provided within ten (10) days of the cancellation. Any refunds or reimbursements will be at the sole discretion of Diamond STR LLC in accordance with the Management Agreement and its policies.

The owner will be eligible for reimbursement for Owner Cancellation charges if all requested documentation is provided by the owner within the required timeframe.

Documentation sent after the timeline mentioned above may result in the ineligibility of a refund of the Owner Cancellation charge. False, deceptive, fraudulent, and/or dishonest documentation is a violation of these terms and of the Management Agreement and may lead to termination of the Management Agreement and other appropriate legal remedies.

SITUATIONS IN WHICH CHARGES MAY NOT APPLY

The owner will not be charged for an Owner Cancellation in the following situations:

  • Cancellation is due to factors outside the owner's reasonable control, such as flooding, fire, the occurrence of a natural disaster, or a mandatory evacuation order by a government agency
  • Errors made by Diamond STR LLC, such as failing to block the calendar for a request made by the owner, distribution site calendar error, or any other request made by the owner not actioned by Diamond STR LLC