🚫 We understand that unexpected cancellations are frustrating. If a host cancels your trip prior to the booking here’s what you should do:
- Send a message to Otto support and we’ll help you find an alternative rental either with the same host, or with a different host 🎉
- 🚗 If the host has a replacement vehicle available:
- Otto will then immediately contact you and ask if you are open to receiving a replacement car of similar make, model and price range from the same host:
- 💡 If a renter agrees to a replacement vehicle:
- Otto’s support team will then provide the renter with the new details of the replacement car from the same host
- ☹️ If a renter does not want the replacement vehicle:
- Otto will issue the renter a full refund and the host will be responsible for the cancellation fees
- 💡 If a renter agrees to a replacement vehicle:
- Otto will then immediately contact you and ask if you are open to receiving a replacement car of similar make, model and price range from the same host:
- 🚗 If the host does not have a replacement car available:
- 🔍 Otto will check on its platform for the next best 2 comparable vehicle options and offer this to the renter
- 💡 If you agree to the replacement vehicle:
- Otto will provide you with the new booking details including - car model, number plate and new host pickup location
- ☹️ If the renter does not want a replacement vehicle or Otto cannot find a suitable replacement vehicle:
- Otto will issue the renter a full refund of their money and the host will cover for the cancellation fees
- 💡 If you agree to the replacement vehicle:
- 🔍 Otto will check on its platform for the next best 2 comparable vehicle options and offer this to the renter