Cancellation Policy & Trip Insurance

Reservation and Cancellation Policy

Booking Agreement

  • Upon booking, we agree to uphold our commitment by reserving the home in the advertised condition for your chosen dates.

  • At the time of booking, the Registered Guest knowingly enters into a two-way agreement to arrive as scheduled.

  • If unforeseen issues with the home’s condition or availability arise, the Manager/Owner will make every effort to move the guest to a comparable home for the reserved dates at no additional cost.

  • The Manager/Owner reserves the right to cancel any reservation, issuing a refund per our policies, without penalty or responsibility for providing lodging elsewhere.

Limitations of Responsibility

  • Manager is not responsible for refunds due to circumstances beyond our control, such as:

    • Travel disruptions

    • Guest travel restrictions

    • Work or school scheduling changes

  • Weather, tropical storms, hurricane threats, environmental conditions (like red tide), construction, water, or beach conditions cannot be guaranteed.

Mandatory Evacuations or Unavailability

If your reservation dates fall under these situations:

  • A mandatory island evacuation,

  • Unavailability of the reserved home and no comparable home is available, or

  • Vacation rentals cannot operate due to an executive order,

You will receive a refund of all base rental rates, fees, and applicable taxes for impacted days, minus the booking fee.

Cancellation Requests

  • Must be initiated by the Registered Guest via:

    • The website used to book, or

    • Email (in writing)

  • Not accepted via phone, text, or by anyone other than the main Registered Guest.

Refunds for Non-Stays

Guests who cancel and do not stay at all — and who are ineligible for base rental rate refunds — will still be refunded:

  • Cleaning fee

  • Damage waiver fee

  • Pet fee (if any)

  • Applicable taxes

If a canceled reservation has not re-rented, guests may reinstate the reservation for their originally booked dates without penalty.

Cancellation Refund Policies

Please review the details of our Terms & Conditions at booking. 
We encourage you to review as OUR POLICIES HAVE CHANGED as of October 6, 2025. 

Disclaimer: By confirming a reservation, guests acknowledge that they have read, understood, and agreed to both the Terms & Conditions listed on our website and the Rental Agreement for their stay. These documents together form the binding legal contract. Failure to comply may result in additional charges, forfeiture of payments, or termination of the reservation without refund.

No refunds for:

  • Nights not re-rented

  • Non-arrivals

  • Late arrivals

  • Early departures

  • Alterations resulting in revenue loss

For Reservations of 20 Days or Less

Cancellations More Than 30 Days Before Arrival:

  • If you cancel all or part of your reservation more than 30 days before your scheduled arrival date, you will receive a refund of your full deposit including taxes, minus the non-refundable booking administration (processing) fee that was originally assessed.

Cancellations 14-29 Days Before Arrival:

  • If you cancel all or part of your reservation 14-29 days before your scheduled arrival date, refunds will only be issued for 50% of total room rate, fees and taxes, minus the non-refundable booking administration (processing) fee.

Cancellations Less than 14 days Before Arrival:

  • If you cancel all or part of your reservation less than 14 days before your scheduled arrival date, refunds will only be issued for the base rental rate, fees, and applicable taxes for nights we are able to rebook, minus the non-refundable booking administration (processing) fee.

  • Please note: While we make every effort to rebook the property and issue refunds, we cannot guarantee that the property will be re-rented at the same rate or for the same number of nights originally reserved. For any nights that the property cannot be re-rented, as well as for non-arrivals, late arrivals, early departures, or alterations resulting in a loss of revenue, no refunds or price adjustments will be provided.

For Reservations of 21 Days or More

Cancellations More Than 90 Days Before Arrival:

  • If you cancel all or part of your reservation more than 90 days before your scheduled arrival date, you will receive a full refund of your deposit, minus the non-refundable booking administration (processing) fee that was originally assessed.

Cancellations 60-89 Days Before Arrival:

  • If you cancel all or part of your reservation between 60 and 89 days prior to arrival, you will receive a refund equal to 25% of the base rental rate and applicable taxes, minus the non-refundable booking administration (processing) fee.

Cancellations 59 Days or Less Before Arrival:

  • If you cancel all or part of your reservation 59 days or less before your scheduled arrival date, refunds will only be issued for the base rental rate and applicable taxes for nights we are able to rebook, minus the non-refundable booking administration (processing) fee.

  • Please note: While we make every effort to rebook the property and issue refunds, we cannot guarantee that the property will be re-rented at the same rate or for the same number of nights originally reserved. For any nights that the property cannot be re-rented, as well as for non-arrivals, late arrivals, early departures, or alterations resulting in a loss of revenue, no refunds or price adjustments will be provided.

Travel Protection

Guest Protect Travel Insurance

Once Upon A Beach has partnered with CSA Guest Protect Travel Insurance (Generali Global Assistance) as an optional add-on when booking directly.

  • Highly recommended, especially during hurricane season (June 1 – November 30).

  • No refunds will be issued for weather, beach conditions, or lodging elsewhere if not covered by travel insurance.

Purchasing Coverage

  • Can be purchased:

    • At the time of booking

    • Up until 24 hours before final payment

  • Not available for residents of New York or Hawaii through Once Upon A Beach — contact CSA Travel directly at (877) 243-4135.

Why Travel Protection Matters

  • Protects your investment against:

    • Illness or medical emergencies

    • Pre-existing medical conditions

    • Job loss

    • Natural disasters

    • School schedule changes

    • Jury duty

    • Flight delays or cancellations

    • Lost or delayed luggage

  • Reimburses covered prepaid expenses like:

    • Airline tickets

    • Hotel rooms

    • Spa reservations

    • Rental cars

    • Event tickets

Additional Benefits

  • 24-Hour Emergency Assistance Services

  • Concierge services (event tickets, tee times, restaurant reservations, etc.)

  • Rental car damage coverage* (*Not available to Texas residents)

  • Roadside assistance

  • Identity theft resolution

  • On-demand medical care and Teladoc phone services

Change of Mind

  • Cancel within 10 days of purchase for a full refund (if you haven’t traveled or filed a claim).

Support and Claims

Questions About Coverage

Call CSA Travel Protection (Generali Global Assistance) at 1-866-999-4018

  • Mon–Fri: 9 AM–9 PM

  • Sat–Sun: 9 AM–6 PM

During Your Trip

  • In an emergency: Call 911 first

  • For home-related issues: Contact Once Upon A Beach directly

  • For travel emergencies: CSA Travel Protection at 1-877-243-4135 (24/7)

Filing a Claim

  • Prepaid expenses are paid upfront by the guest.

  • Submit claims to Generali for reimbursement:

    • Phone: 1-800-541-3522

    • Email: [email protected]

    • Mail:
      Generali Global Assistance & Insurance Services
      Attn: Claims Department
      P.O. Box 939057
      San Diego, CA 92193-9057

Once forms are received, a dedicated claims representative will assist you through the process.