Cancellation Policies

Guests may be offered the option to reschedule their reservation to future dates with a reduced cancellation penalty under the following conditions:

1. The new reservation must conclude within 6 months of the commencement of the original reservation and;
2. If this is offered, the guests must provide alternative dates for their stay within 24hrs of being offered the option to reschedule, or 12 noon on their originally scheduled date of arrival, whichever is earlier;
3. If a guest fails to provide alternative dates within the timeline the cancellation penalty will be the value of the first night of the reservation plus all applicable taxes;
4. Where the time period to provide alternative dates concludes on the day of arrival, should the guest fail to provide alternative dates before 9pm the cancellation penalty will be the first 2 nights of their reservation plus all applicable taxes.
5. The guest will pay the value of the original reservation, or the value of the new dates, whichever is higher.

Where a reservation has already commenced and a guest wishes to shorten their stay they may be offered the option to do so under the following conditions:

1. If the request is made, and accepted by Trillium, prior to 9am on any date during the reservation the guest will have the option to rescheduling the remaining nights, including the upcoming night, to other dates so long as the guest vacates the property at the standard check-out time for the property or;
2. If the request is made, and accepted by Trillium, after 9am on any date during the reservation or the guest does not vacate the property at the standard check-out time for the property the guest will pay for all nights up to, and including, the forthcoming night of their stay and;
3. Any remaining nights may be reschedule to future dates within 6 months of the first night of the original reservation.
4. The guest will pay the value of the original reservation, or the value of the new dates, whichever is higher.
5. The property must be left in good condition, in the opinion of Trillium, or the amended cancellation agreement is void.

In the event that a) the guest is offered alternative cancellation terms, at the sole discretion of Trillium, and b) the guest indicates they cannot provide alternative dates within the 6 month time requirement, they may be offered a “Contingency Cancellation.”

If offered, the following will apply:

1. Within 3 hours of the offer being made the guest must initiate a cancellation through the applicable rental channel, and accept all cancellation fees. If a guest fails to do so the offer is void.
2. Where a cancellation, accepting all cancellation fees, is received within 3 hours the guest will receive a refund on the cancellation fees that is contingent on the rebooking of the nights of their stay by other guests.
3. Where one (1) or more of the booked nights is rebooked for equal to, or more than, the guest paid, they will receive what they paid for those nights;
4. Where one (1) or more of the booked nights is rebooked for less than what the guest paid they will receive a refund equal to what the night was rebooked for
5. In all cases, any fees payable to a rental website eg. booking.com, are not eligible for a refund and will be deducted on a pro-rata basis from any refunds they guest may receive.