Guest Protection Policy



This policy outlines Lebanon Locals’ approach to guest refunds and travel issue resolution. It applies in addition to our Terms of Service and supersedes the host’s individual cancellation policy in the event of a qualifying Travel Issue.

By using the Lebanon Locals platform, both hosts and guests agree to the terms outlined in this Guest Protection Policy. All capitalized terms not defined here will have the same meaning as in the Lebanon Locals Terms of Service and Payment Terms.

1. What Qualifies as a Travel Issue?

Only guests may submit a claim under this policy. A Travel Issue may qualify for a refund or alternate accommodation if all of the following conditions are met:

  • The guest reports the issue within 24 hours of check-in by emailing info@lebanonlocals.com, including evidence such as photos or written documentation.

  • The guest did not cause the issue through their own actions or negligence.

  • The guest made a reasonable effort to resolve the issue directly with the host before contacting Lebanon Locals.

2. What the Policy Covers

If a Travel Issue is verified, Lebanon Locals may, at its discretion:

  • Refund the guest up to the full booking amount paid through the platform, or

  • Assist in booking comparable alternate accommodations for the unused portion of the stay.

Lebanon Locals will determine the validity of the claim, the refund amount, and the suitability of any alternate arrangements. These decisions are final and binding.


3. Host Responsibilities

Hosts are expected to meet Lebanon Locals’ minimum standards by:

  • Providing accurate and up-to-date listings

  • Maintaining safe, clean, and fully accessible accommodations

  • Ensuring all listed amenities are functional

  • Being reachable or having a point of contact available during the guest’s stay

If Lebanon Locals verifies a Travel Issue and issues a refund or relocation, the host agrees to reimburse the platform up to the full amount paid. Hosts may also be responsible for additional relocation costs.

Hosts may dispute a claim but must provide evidence that they attempted to resolve the issue directly with the guest before escalation.

4. Important Notes

  • This policy is not insurance and does not replace any coverage the guest may have.

  • Benefits under this policy are non-transferable.

  • Lebanon Locals may modify or terminate this policy at any time. Claims submitted before changes take effect will be evaluated under the prior version.

  • This policy constitutes the full and exclusive agreement regarding Travel Issue refunds.

5. Contact Us

To submit a claim or ask a question about this policy, please contact us at:
Email: info@lebanonlocals.com
Subject: Guest Protection Policy