Cancellation Policy

Life happens — here’s exactly what to expect if plans change.

Effective: May 29, 2026

Each property at Crystal Point Stays has one of three cancellation tiers — Flexible, Moderate, or Strict. The tier that applies to your booking is shown on the property listing and confirmed at checkout.

Flexible

Flexible

  • 48+ hours before check-in: full refund of the nightly rate and cleaning fee.
  • Within 48 hours of check-in: 50% refund of the nightly rate; cleaning fee is non-refundable.
Moderate

Moderate

  • 5+ days before check-in: full refund of the nightly rate and cleaning fee.
  • 2–5 days before check-in: 50% refund of the nightly rate; cleaning fee is non-refundable.
  • Within 48 hours of check-in: no refund.
Strict

Strict

  • 7+ days before check-in: 50% refund of the nightly rate; cleaning fee is non-refundable.
  • Within 7 days of check-in: no refund.

Which Policy Applies to Me?

The cancellation tier for your booking is shown on the property listing page and during checkout before you pay. If you’re unsure which tier applies, check your confirmation email or log in to the guest portal to view your reservation details.

How to Cancel

  1. Log in to the guest portal using your booking confirmation number and email address.
  2. Open your reservation and select “Cancel Booking.”
  3. Alternatively, email hello@crystalpointstays.com with your confirmation number and the reason for cancelling.

Cancellations are effective as of the date and time we receive your request. The timing thresholds above are calculated against your local check-in time.

Refund Processing

Approved refunds are returned to the original payment method within 5–10 business days. Processing time depends on your card issuer — we initiate the refund promptly on our end. If you haven’t seen the refund after 10 business days, please contact your bank and then reach out to us.

Property-Side Cancellations

If we ever need to cancel your reservation — for example, due to a natural disaster, major utility failure, or other event making the property uninhabitable — you will receive a full refund regardless of the tier, plus our help rebooking if you’d like. We take this responsibility seriously.

Booked through Airbnb or VRBO? Reservations made via third-party platforms are governed by that platform’s cancellation policy, not this one. Please manage your cancellation directly through the platform where you booked.

Questions?

We’re happy to help. Email hello@crystalpointstays.com or use our contact form. We respond within 2 hours during business hours.