At Thatch, we’re committed to giving you as much flexibility in your stay as possible. Our standard cancellation does provide some flexibility should your plans change. For those seeking more flexibility we offer optional cancellation insurance for all stays of 14 nights or less. On top of that, we allow you the flexibility to change places before or during your stay. More on that below.
Cancellation insurance can be added to your stay for 7% of your total reservation cost and can only be purchased at the time of booking. With cancellation insurance, you are entitled to the following cancellation policies:
Cancellations made 21 days or more prior to your arrival date and
time - a 100% refund will be given minus the amount you paid for processing fees and cancellation insurance.
Cancellations made 14 to 20 days prior to your arrival date and
time - a 75% refund will be given minus the amount you paid for processing fees and cancellation insurance.
Cancellations made 24 hours to 13 days in advance of your Thatch start date and time - a 50% refund will be given minus the amount you paid for processing fees and cancellation insurance.
Cancellations made within 24 hours of your arrival date and time are subject to our standard cancellation policy below.
Our Standard Cancellation Policy for stays of less than 30 nights entitles you to cancel your stay more than 30 days prior to arrival date and time and receive a full refund of your deposit minus any processing fees paid plus a $40 cancellation fee. If you cancel 30 or fewer days from your arrival date and time you are eligible for a refund of any occupancy taxes as well as any itemized renter's insurance and cleaning fees paid. If you cancel less than 24 hours from your arrival date and time only occupancy taxes are eligible to be refunded.
For stays of 30 nights or longer, our standard cancellation policy applies except that if you cancel 14 days or less from your arrival date and time, only occupancy taxes are eligible to be refunded.
We do our best to accommodate requests to change places during a stay if the place you are in isn’t working out for any reason. Send us an email at hello@livethatch.com as soon as you can if you want to inquire about changing places and we can run through the options and cost differences with you.
For extension requests, contact us as soon as possible at hello@livethatch.com so we can check availability and run the costs by you before we confirm the extension. Modifications that reduce the value of your stay are subject to our cancellation policy with one exception - stays of 30 nights or longer can be shortened with no penalty so long as a minimum of 30 nights notice is given prior to your new departure date.
We have a strict late departure policy to make sure we have time to properly prepare your place for the next person staying in it. Our policy is to charge a minimum of $100 for a late departure and a maximum of the cost of one day’s rental if the stay after you is affected by your late departure.
Most of our places are designed to be interchangeable and have at least one “like-kind” place within the same building. In most cases the place you have reserved is the place you will be staying in, however, in order to be flexible with extension and modification requests, we have to reserve the right to move your reservation to a like-kind place if need be. Rest assured, if you are moved the place you will be staying in will be as nice as the place you reserved, with all the same amenities, similar if not identical layouts and the same sleeping capacity. In buildings that do not have elevators, we make every effort not to move you more than one floor higher than the floor you originally booked on.
In order to keep our places in great condition, we require that you purchase renter's insurance for some rentals to protect against unintentional damage that happens during your stay. Renter's insurance is a one-time, non-refundable fee that you'll see on your statement if its required. It replaces the traditional security deposit and it entitles you to coverage for up to $500 of unintentional damage to the place you are renting or the contents in it. See your rental agreement for more details on it.
We have house rules for all of our places. When you book your place you’ll get your specific house rules but generally speaking we ask the following:
• Be respectful of other people in your place or your building.
• No smoking, vaping or Juuling.
• No parties or large gatherings without first getting approval in writing from Thatch staff. And parties and gatherings that disturb your neighbors or roommates are never allowed.
• Pets are generally not allowed, except in the case of document service animals which must be approved by the Thatch staff in writing.
For personal items left behind that you would like us to mail back, we simply ask that you cover the cost of postage and be patient with us in returning the items to you.