Rebooking Policy

  1. Introduction
    Egy Stay is committed to providing a reliable and secure accommodation experience for all users.
    If a booking cannot be fulfilled for any reason beyond the control of one of the parties, the platform may offer users the option of rebooking as a fair alternative solution that ensures continuity of service without compromising the rights of any party.
  2. Cases Eligible for Rebooking
    The tenant may request rebooking in the following cases:
  3. The booking is cancelled by the host for any reason before the check-in date.
  4. The property unit is not ready on time, such as in cases involving maintenance issues, lack of cleanliness, or interruption of essential services.
  5. The unit does not match the description or photos published in the listing, after verification of the complaint by the Egy Stay team.
  6. Force majeure or major disruptive events prevent the tenant from staying in the unit, such as natural disasters or government closure orders.
  7. A technical or administrative error by the platform causes the booking not to be confirmed or to be disrupted.

• The tenant is not entitled to request rebooking for purely personal reasons, such as a change of plans or no longer wishing to stay without an objective justification.

  1. Rebooking Mechanism
    Once a rebooking request is approved, Egy Stay shall take the following steps:
  2. Propose alternative units with similar price, location, and features within no more than 48 hours from the submission of the request.
  3. If the alternative unit is more expensive, the tenant may pay the difference.
  4. If the alternative unit is less expensive, the difference shall be refunded to the tenant within 3 to 7 business days.
  5. The tenant may choose to convert the paid amount into platform credit for use in a future booking within 6 months from the approval date.

• In all cases, rebooking shall be processed exclusively through the platform in order to ensure protection and secure payment.

  1. Conditions for Approval of Rebooking
    To ensure processing of the request, the tenant must:
    • Submit a formal request through their platform account or via email at:
    rebooking@egystay.com
    • Attach the booking number, booking date, and a clear explanation of the reason for rebooking.
    • Submit the request within no more than 24 hours from the occurrence of the problem or cancellation.
    • Comply with the platform’s decision regarding the determination of alternative units or the method of compensation.
  2. Rebooking for Hosts
    If the host is unable to accommodate the tenant due to circumstances beyond the host’s control, such as emergency malfunctions or documented urgent circumstances:
    • The host must notify the platform immediately to avoid the cancellation being treated as a violation.
    • The platform will assist in transferring the booking to another unit at the same price whenever possible.
    • The host remains responsible for refunding the amount or covering any price difference if the issue caused direct harm to the tenant.
  3. If Rebooking Is Not Possible
    If the platform is unable to provide a suitable alternative for the tenant:
    • The full amount paid shall be refunded to the tenant using the original payment method.
    • The refund process usually takes 3 to 10 business days depending on the bank or payment service provider.
    • Such refund shall be considered a final settlement of the cancelled booking.
  4. Platform Responsibility
    • Egy Stay acts only as a technical and administrative intermediary and is not a direct party to the rental contract.
    • The platform ensures that rebooking procedures are managed fairly and transparently for all parties.
    • The platform shall not be liable for any indirect losses resulting from cancellation or delay, such as loss of income or time.
  5. Request Processing Time
    Type of Case
    Maximum Processing Time
    Responsible Party

• Host cancellation — 24 hours — Platform + Tenant
• Issue with the unit — 48 hours — Egy Stay Support
• Voluntary rebooking request by the tenant for valid reasons — 72 hours — Platform

  1. General Provisions
    • No rebooking process may be conducted outside the platform under any circumstances.
    • Once rebooking is confirmed, it is considered final and may not be cancelled except in accordance with the applicable cancellation policy.
    • The platform reserves the right to reject or suspend any rebooking request if misuse or false information is suspected.
    • This policy shall be governed by Egyptian law, and the courts of Cairo shall have jurisdiction over any dispute arising from it.
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