Without the purchase of cancellation insurance, all payments are non-refundable once made. If you must cancel your reservation all deposits will be forfeited unless we are able to re-rent the same unit for the same dates that were cancelled.
If you have not paid in full prior to cancellation, you will only be eligible for a refund once we have recovered the full unpaid balance of your booking for the same dates that were cancelled. Any amount that is eligible for refund is still subject to deduction of processing and cancellation fees.
If you have paid in full prior to cancellation, you are eligible to be refunded for any nights that we are able to re-book, less the processing and cancellation fees detailed below.
Processing fees are non-refundable and are equal to 5% of each dollar. If you are eligible for a $1,000 refund, the actual refund would be $950 before the deduction of cancellation fees.
Cancellation fees are equal to 10% of the total value of the cancelled booking, but may not exceed $250.
Security deposits are fully refundable, and not included as part of the value of a rental in the case of a cancellation.
All refunds will be processed within one week following the check-out date of the cancelled reservation.
Cancellation Policy for Quarters™ and Efficiency Suite Units
If cancelling more than 30 days prior to your scheduled arrival, the full amount of your reservation will be refunded.
If cancelling within 30 days of your arrival, you will only be refunded the cost of any room and occupancy tax, as well as processing fees.
Optional Cancellation Insurance
For reservations with a start date between March 1 and Nov 10, guests have the option of purchasing cancellation insurance for a one-time, non-refundable fee equal to 7% of the total cost of the reservation. In the event you purchase this insurance and you need to cancel we will return your deposit(s) per the terms outlined below, less the processing fees already paid and the cost of cancellation insurance.
For reservations cancelled 21 days or more in advance of the start date a 100% refund will be given less processing fees already paid and the cost of cancellation insurance.
For reservations cancelled 14 to 20 days in advance of the start date a 75% refund will be given less processing fees already paid and the cost of cancellation insurance.
For reservations cancelled 24 hours to 13 days in advance of the start date a 50% refund will be given less processing fees already paid and the cost of cancellation insurance.
Reservations cancelled within 24 hours of the lease start date are non-refundable.
Cancellations for Reservations through Partner Sites
If you have made a reservation through one of our partner sites including but not limited to Expedia, Hotels.com, Orbits, Priceline, Travelocity and Booking.com, any cancellations and associated fees are subject to the policies listed therein.
Late Payment & Lockout Policy
- Lockouts for any rentals will be based on booking duration. In instances where payment is due in monthly installments, payment must be received no later 10 days past the effective due date in any case. Any payments withheld beyond the due date will be subject to a 5% fine on the base monthly charge. Any payments not received within two weeks of the scheduled due date will result in guest lockout until payment is received. Upon lockout, guests shall receive notification informing them of their payment/lockout status.
- For stays of less than 30 days, payment for any remaining balance due must be received prior to entry into the unit. If payment is not received, the guest shall receive lockout notification informing them of their payment status.
- For stays greater than 30 days in duration, payments not received in excess of two weeks past the due date will result in the forfeit of the guest’s security deposit (if applicable) and possible booking termination.
Late Departure Policy
Late departures shall be subject to a minimum fine of $100 and a maximum fine equal to the cost of one night. Please see your booking policy for more detail.
“Like-Kind” Unit Policy
Most of our units are designed to be interchangeable and almost every unit has at least one “like-kind” unit within the same building that is similar in size and identical in amenities as well as sleeping capacity. In most cases the unit you have reserved is the unit you will be staying in, however, we reserve the right to accommodate you in a like-kind unit for the term of your reservation. If you are given a like-kind unit it is guaranteed to be in the same building and no more than one floor above the unit you have reserved (unless the building has an elevator, in which case the 1 floor rule does not apply). If your unit is going to be changed to a like-kind unit you will be notified at least 24 hours in advance.
Lost Item Return Policy
For any personal items that have been left behind upon departure, guests are required to reimburse STRB for the cost of postage, in addition to a $50 flat fee used to cover retrieval costs.