What the Guarantee Covers

Koala confirms every booking with both the guest and owner. Your payment isn’t released to the owner until you’ve successfully checked in.

Before a listing goes live, we also verify that the resort, unit type, and dates match what’s advertised. If any of these key details are inaccurate, we’ll act quickly to make it right. Depending on the situation, that may mean a partial or full refund—or help finding another place to stay.

Koala Stays are at Professionally Managed Resorts

As Koala stays are within professionally managed resorts, it’s important to note that specific unit assignments (e.g., exact views or layouts) are made at check-in. While units within the same category are consistent in size and amenities, minor variations in views or layouts may occur.

Read The Resort Reviews

We do our best to update vacationers of any major ongoing renovations happening at the resorts we feature, but we also recommend reading Google resort reviews. This can be a great way to assess the condition of the resort and ensure it will match your expectations. We’ve added the Google resort reviews to the resort page for your convenience.

What the Guarantee Doesn’t Cover

While we do our best to ensure your vacation goes smoothly, certain resort-specific circumstances are outside of our control. Provided the unit category is correctly assigned as advertised, the Book with Confidence Guarantee does not cover these types of unforeseen circumstances:

• Resort Amenities or Services: Temporary closures of amenities, on-site restaurants, or other services.
• Resort Condition: Disrepair, wear and tear, or maintenance issues at the property are not covered. 
• Operational Challenges: Onsite staffing shortages or other incidents during your stay.

Got questions? Reach out