Cancellation Policy

Email hello@pinehaventahoe.com with your booking confirmation number and the dates of your stay. We will confirm receipt within one business day and issue any refund within 5–10 business days back to the original payment method.

Cleaning fee is refunded proportionally with your nightly refund (i.e., a 50% nightly refund returns the cleaning fee at 50%). Taxes (City of South Lake Tahoe TOT 12%, Tourism Improvement District $5.50/night) are refunded in full for any stay cancelled before check-in, since taxes are only owed for completed stays.

The $25 processing fee on full-refund cancellations covers the non-refundable portion of payment-processor fees on the original transaction. It is waived in force-majeure cancellations (see §4).

If you depart before your scheduled check-out, unused nights are non-refundable. We may, at our discretion, refund unused nights if we are able to rebook the dates; we do not guarantee a re-booking attempt.

Where check-in is rendered impossible by an event outside reasonable control of either party — wildfire evacuation, road closure by Caltrans, declared snow emergency or chain control that closes Highway 50 or 89, public utility outage at the Property, mandatory government order, acts of God — you may choose between:

• A full refund of unused nights, including the $25 processing fee, or
• A no-fee rebooking for comparable dates within 12 months, subject to availability and any rate differential.

Personal circumstances that indirectly affect your arrival (e.g., flight delays, illness, missed connections) are not force majeure and follow the standard tiers above. We strongly recommend purchasing travel insurance.

In the rare event we must cancel your reservation (mechanical failure, plumbing emergency, owner family emergency), we will:

• Notify you as soon as practical;
• Issue a full refund of all charges (including taxes and fees); and
• At our option, offer either a comparable alternate property (if we can find one) or a $100 goodwill credit toward a future stay.

Refunds are issued to the original payment method via Stripe. Stripe's posting timelines apply: typically 5–10 business days for cards, faster for ACH. We are unable to refund to a different card or to issue cash refunds.

If you dispute a charge with your card issuer before contacting us, we will respond to the dispute with this policy and your booking records. Disputes that bypass good-faith resolution may disqualify you from future bookings.