Cancellation Policy

§ 01Overview

CHG is built for extended stays — typically 30 nights or longer — so our approach to cancellations and changes is meant to be reasonable and predictable rather than punitive. Because we’re owner-operated, the person you booked with can actually authorize a change, so the framework below is a starting point and real-world situations are handled directly and in good faith.

The terms that bind any particular stay are the ones written into your agreement. Where this page shows a specific window or figure, treat it as illustrative until it’s confirmed there.

§ 02Cancelling before move-in

If you need to cancel before your stay begins, we ask for written notice as early as you can give it. A reasonable framework gives a full or near-full refund of any deposit when you cancel well ahead of the start date, with a smaller portion retained as the date gets close enough that we can’t reasonably re-let the home.

We don’t publish a refund percentage we haven’t committed to — the exact notice windows and refund terms for your stay are set out in your signed agreement, and that document governs.

§ 03Ending a stay early

Plans change, and an extended placement sometimes wraps sooner than expected. Where you need to end a stay early, we ask for written notice and a reasonable notice period so we can plan the home’s turn; the terms for early move-out — including any notice period and how the final period is handled — are set in your agreement. [REVIEW: confirm the standard early-departure notice period and whether any portion of paid rent is refundable, before stating specifics.]

For corporate placements, we’ll align the early-departure terms with how you’re billed so there are no surprises on the final invoice.

§ 04Extensions & changes

Need more time, or a different home? Extensions are common with extended stays and we accommodate them where the calendar allows — just ask your contact as early as possible so we can hold the dates. Date shifts, unit swaps, and headcount changes for team placements are handled directly with the owner rather than through a rebooking system. Pricing for an extension follows the rate tier for the new length of stay and is confirmed in writing before it’s applied.

§ 05If CHG must cancel or relocate

In the rare event a home becomes unavailable before your stay through no fault of yours — for example, a building or maintenance issue — we’ll work to place you in a comparable CHG home for your dates wherever possible, and if we can’t, we’ll refund what you’ve paid for the affected portion. [REVIEW: confirm the commitment you want to make here — comparable rehousing, full refund of the affected period, and any support offered — before finalizing.]

§ 06Bookings made through a platform

If you book one of our homes through a third-party platform rather than direct, that platform’s cancellation policy for your reservation applies, and changes are made through the platform. Booking direct with CHG is what lets us offer the flexible, owner-handled framework described here — another reason to book direct.

§ 07How to request a cancellation or change

To cancel, shorten, extend, or change a stay, email Hello@chghomes.com with your dates and what you need. You’ll deal with the owner directly, and we’ll confirm the applicable terms from your agreement in writing.