Cancellation Policy
We understand that plans can change. Our cancellation policy is designed to be fair while protecting our property owners and ensuring availability for all guests.
Last Updated: January 1, 2025
This Cancellation Policy applies to all vacation rental reservations made with Maya Stoga for properties in Calistoga and the greater Napa Valley, California area. Please review this policy carefully before making your reservation. By booking with Maya Stoga, you acknowledge and agree to these cancellation terms.
Standard Cancellation Policy
Refund amounts are based on when you cancel relative to your check-in date.
Full refund
Receive a full refund of all payments made, minus a $50 administrative fee.
50% refund
Receive a 50% refund of the total reservation cost. The deposit is non-refundable.
25% refund
Receive a 25% refund of the total reservation cost. The deposit is non-refundable.
No refund
Cancellations within 14 days of check-in are not eligible for a refund.
Important Note
Some properties may have different cancellation policies, particularly during peak seasons, holidays, or special events. Any property-specific cancellation terms will be clearly communicated at the time of booking and will take precedence over the standard policy above.
Reservation Modifications
Date Changes
We understand that plans can change. You may request to modify your reservation dates subject to availability and the following conditions: Date changes requested more than 30 days before the original check-in date may be accommodated at no additional fee, subject to availability. Date changes requested within 30 days of check-in may incur a $75 modification fee, plus any difference in nightly rates.
Property Changes
If you wish to change to a different property, please contact us as soon as possible. Property changes are subject to availability and may result in rate adjustments. A modification fee may apply for changes requested within 30 days of check-in.
Guest Count Changes
Changes to the number of guests must be communicated prior to check-in. Additional guests beyond the original booking may incur extra fees. The maximum occupancy for the property cannot be exceeded under any circumstances.
Refund Process
How to Request a Cancellation
To cancel your reservation, please contact us via email at info@mayastoga.com or call us at (415) 515-7776. Please include your confirmation number and the name on the reservation. Cancellations must be received in writing (email is acceptable) to be processed.
Refund Timeline
Eligible refunds will be processed within 7-10 business days of receiving your cancellation request. Refunds will be credited to the original payment method used for the booking. Please allow additional time for the refund to appear on your statement depending on your financial institution.
Non-Refundable Fees
Certain fees are non-refundable regardless of when you cancel, including: booking/service fees, travel insurance premiums (if purchased), and any third-party services already rendered (such as concierge bookings or wine tour deposits).
Force Majeure and Extraordinary Circumstances
Covered Events
Force majeure events include natural disasters (earthquakes, wildfires, floods), government-mandated travel restrictions, public health emergencies, severe weather events that make travel unsafe or impossible, and other circumstances beyond the reasonable control of either party.
Our Response
In the event of a force majeure situation that prevents you from traveling to or staying at the property, Maya Stoga will work with you to find a reasonable solution. Options may include: rescheduling your stay to alternative dates within 12 months, a credit toward a future booking, or a partial or full refund at our discretion based on the circumstances.
Documentation
We may require documentation to verify force majeure claims, such as official government advisories, travel warnings, or other relevant evidence. Please retain any documentation related to your situation.
Early Departure
If you choose to depart before your scheduled check-out date, no refund will be provided for unused nights. We encourage you to contact us if any issues arise during your stay so we can attempt to resolve them before you consider leaving early.
No-Shows
If you do not arrive on your scheduled check-in date and do not contact us, your reservation will be considered a no-show after 24 hours. No-show reservations are not eligible for any refund. The property may be released for other bookings after the no-show period. We strongly encourage you to contact us if your travel plans are delayed.
Travel Insurance Recommendation
We strongly recommend purchasing travel insurance to protect your vacation investment. Travel insurance can provide coverage for trip cancellation, interruption, delays, medical emergencies, and other unforeseen circumstances. Maya Stoga is not responsible for any losses that could have been covered by travel insurance.
Our Travel Insurance Partner
We offer travel insurance through our partner at competitive rates. Visit our Travel Insurance page to learn more about coverage options and to purchase a policy for your trip.
Property-Specific Policies
Certain properties in our portfolio may have unique cancellation terms due to owner requirements, property type, or seasonal considerations. These may include:
- Longer minimum stay requirements during peak seasons (harvest, holidays)
- Non-refundable deposits for luxury or high-demand properties
- Extended cancellation windows for holiday reservations
- Special terms for extended stay bookings (30+ nights)
Any property-specific cancellation terms will be clearly disclosed before you complete your booking.
Need to Cancel or Modify Your Reservation?
We are here to help. Contact us as soon as possible to discuss your options. The sooner you reach out, the more flexibility we may have to assist you.