MyLocTravel Cover — protection des viajeros
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MyLocTravel Cover

Protección de los viajeros y de los propietarios en las estancias publicadas por MyLocTravel — versión 1.0, septiembre de 2026

English translation provided for convenience. In case of any difference, the French version prevails.

PREAMBLE

MYLOCTRAVEL, a French SAS with share capital of 1,000 euros, whose registered office is at 1 Avenue des Élysées – 34350 VALRAS-PLAGE, France, registered with the Béziers Trade and Companies Register under number 999 035 280 (“MyLocTravel”), is a real estate agent holding the “Property Management” professional licence no. CPI 3401 2026 000 000 002 issued by the Hérault Chamber of Commerce, a member of the QBE INSURANCE INTERNATIONAL LIMITED guarantee fund (financial guarantee of 110,000 euros), insured for professional liability with SERENIS ASSURANCES and a member of FNAIM.

MyLocTravel lists and markets holiday rental homes on behalf of owners and concierge companies, on its direct channels (the myloctravel.com website, the booking.myloctravel.com booking engine) and on partner platforms (Airbnb, Booking.com, Vrbo / Abritel, Expedia, Homes & Villas by Marriott and others). In this capacity, MyLocTravel collects guests' payments, pays them over to hosts and acts as a trusted intermediary between the parties.

“MyLocTravel Cover” brings together the commitments MyLocTravel makes to guests (Part I) and to owners and concierge companies (Part II) for all stays in the homes it lists, whatever the booking channel. These commitments are backed by the mandates signed between MyLocTravel and each host, who has expressly agreed to them.

The MyLocTravel Cover commitments are not an insurance contract. They are service commitments made by MyLocTravel as an intermediary. MyLocTravel is neither an insurer nor an insurance intermediary, is not registered with ORIAS, and does not offer, advise on or sell any insurance contract.

The damage protection for owners (article 12) is the Guesty Shield insurance, taken out and operated by Guesty with its insurer and included in the management platform used by MyLocTravel; it applies to bookings paid through Guesty, excluding Airbnb bookings (covered by AirCover for Hosts), under Guesty's conditions. MyLocTravel Cover does not replace guests' insurance (travel insurance, personal liability) or owners' insurance (home insurance, non-occupying landlord insurance).

1. DEFINITIONS

  • Listed Home: any home whose listing is published by MyLocTravel, on its direct channels or on a partner platform, with MyLocTravel appearing as host, manager or intermediary for the booking.
  • Guest: the natural person holding a Booking for a Listed Home, together with the people accompanying them who have been declared.
  • Host: the owner of the Listed Home or the concierge company managing it, bound to MyLocTravel by a mandate.
  • Booking: the confirmed booking of a stay in a Listed Home, whatever the channel used.
  • Direct channel: the myloctravel.com website, the booking.myloctravel.com booking engine and any booking made directly with MyLocTravel.
  • Platform: any third-party booking website or app through which a Listed Home can be booked (Airbnb, Booking.com, Vrbo / Abritel, Expedia, Homes & Villas by Marriott, etc.).
  • Platform Guarantee: a Platform's own protection scheme (for example Airbnb's AirCover, VrboCare / Sérénité Abritel, Booking.com's rebooking conditions).
  • Covered Event: one of the events described in articles 3 to 6 for Guests, and in article 12 for Hosts.

2. SCOPE

2.1 — Bookings concerned

MyLocTravel Cover applies to every Booking of a Listed Home, whether made on a Direct channel or on a Platform, provided payment was made through MyLocTravel or the Platform. Bookings made and paid outside these channels (cash, direct transfer to the Host, private arrangement) are not covered.

2.2 — Relationship with Platform Guarantees

When the Booking was made on a Platform, the Platform Guarantee applies first, under its own conditions. MyLocTravel Cover applies in addition: MyLocTravel carries out the measures decided by the Platform (rehousing, refund) and implements the protections in this document that the Platform does not provide. The same loss cannot be compensated twice; amounts paid under a Platform Guarantee are deducted from those due under MyLocTravel Cover.

2.3 — Beneficiaries and duration

The protections in Part I benefit the Guest holding the Booking, from its confirmation until departure from the home, and then until the security deposit is closed (article 6). The protections in Part II benefit the Host for the entire duration of their mandate with MyLocTravel.

PART I — GUEST PROTECTION

3 — Booking protection guarantee (cancellation by the Host)

If the Host cancels a confirmed Booking or refuses to make the home available, for any reason other than force majeure (article 11), MyLocTravel:

  • offers the Guest, as soon as possible and at the latest within twenty-four (24) hours, a replacement home of equivalent or higher standard, capacity and location, available on the same dates, at no extra cost to the Guest; the price difference is paid by MyLocTravel and then charged to the Host, up to 100% of the total amount of the original Booking;
  • failing a solution that suits the Guest, or simply at the Guest's request, refunds in full the amounts paid for the Booking (accommodation, cleaning fees, additional fees, tourist tax, service fees), under the conditions of article 8.

When the cancellation happens less than seven (7) days before arrival, MyLocTravel handles the request as a priority and, in the event of rehousing, covers the reasonable and justified transport costs made necessary by the change of home.

4 — Arrival guarantee

If, on arrival, the Guest cannot access the home (code or keys not working, empty key box, faulty lock, home occupied, inaccessible or not prepared) or cannot reach the Host, they contact MyLocTravel immediately on the assistance number shown in their confirmation. MyLocTravel endeavours to provide an access solution as quickly as possible, normally within two (2) hours. Failing that, MyLocTravel:

  • arranges and pays for emergency accommodation (hotel or available home) for up to three (3) nights while a replacement home is found;
  • offers rehousing under the conditions of article 3 for the rest of the stay;
  • or refunds the unused nights and related costs, if the Guest prefers to end their stay.

Nights of emergency accommodation do not extend the original length of the stay or the Booking.

5 — Home conformity guarantee

5.1 — Covered discrepancies

Significant discrepancies between the home and its listing are covered, in particular: a different type of home, location, number of bedrooms, beds or capacity; misleading photos or description; an essential or advertised amenity missing or out of order (hot water, heating, advertised air conditioning, advertised internet access, pool, parking, appliances, bedding); serious lack of cleanliness, pests, unsanitary conditions; undisclosed presence of third parties or animals; significant undisclosed nuisance; danger to the occupants' safety; a recording device inside the home.

5.2 — Reporting and remedy

The Guest reports the discrepancy to MyLocTravel within seventy-two (72) hours of discovering it, and immediately if it is found on arrival, providing photos or videos. MyLocTravel informs the Host without delay. The Host has twenty-four (24) hours to remedy the problem; they must act immediately when the Guest is on site on the day of arrival or when the occupants' safety or health is at stake. The Guest allows the access to the home needed for the remedy.

5.3 — Measures

If the problem is not remedied in time, or when the seriousness of the situation does not allow waiting, MyLocTravel decides, according to the inconvenience actually suffered and the nights concerned, on:

  • a proportionate partial refund, which may cover all the nights affected;
  • rehousing under the conditions of article 3, with the price difference and reasonable transport costs covered;
  • a full refund of the unused nights and related costs if the Guest chooses to leave the home;
  • an additional goodwill gesture (credit or discount on a future stay), at its discretion.

5.4 — What is not a significant discrepancy

Minor inconveniences that do not affect normal enjoyment of the home (a faulty light bulb, a small appliance replaced, a temporary internet outage, a minor difference in decoration or layout) do not give rise to a refund when dealt with within twenty-four (24) hours. MyLocTravel nevertheless helps to resolve them.

6 — Security deposit protection

The security deposit is taken exclusively as a pre-authorisation or bank card hold through MyLocTravel or the Platform, for the amount stated in the listing. The Host may not ask the Guest for a deposit in cash, by cheque or by bank transfer; any such request must be reported to MyLocTravel.

After departure, a deduction from the deposit is only possible if the Host reports damage to MyLocTravel within fourteen (14) days of departure and, in any event, before the next guest arrives, with dated photos, the check-in inventory or condition report, and quotes or invoices. The Guest is informed of the claim, its amount and the supporting evidence, and has five (5) days to respond. MyLocTravel, or the Platform where it has jurisdiction, decides on the deduction, which is limited to the amount justified. Normal wear and tear, standard cleaning and unproven damage cannot be deducted. Any unjustified, undocumented or late deduction is refunded to the Guest by MyLocTravel, which charges the amount to the Host. The pre-authorisation is released no later than fourteen (14) days after departure if there is no claim.

7 — Host commitments and assistance

Each Host has undertaken, through their mandate with MyLocTravel, to meet hospitality standards shared by the main Platforms, on which the Guest may rely:

  • an accurate listing (faithful, recent photos, capacity, beds, amenities, rules and accessibility information) and no change to a confirmed Booking without the Guest's agreement;
  • a clean, safe and equipped home: thorough cleaning between every stay, a working smoke detector, safety instructions and emergency numbers displayed, any hazards declared in the listing;
  • no camera, microphone or recording device inside the home; outdoor cameras and noise detectors declared in the listing;
  • access arrangements available at the latest forty-eight (48) hours before arrival and a back-up solution in case of failure;
  • availability throughout the stay: a reply within the hour on the day of arrival, within twelve (12) hours during the stay;
  • quiet enjoyment of the home: no visits without the Guest's agreement except in an emergency, no interruption of the stay without a serious reason approved by MyLocTravel;
  • no supplement not mentioned in the listing, no payment outside MyLocTravel's or the Platform's channels, no price change after confirmation; tourist tax is collected at the legal rates;
  • no discrimination of any kind, acceptance of assistance animals and accurate accessibility information;
  • no pressure or retaliation linked to a review;
  • use of the Guest's personal data solely for the purposes of the stay and legal obligations.

MyLocTravel provides the Guest with assistance available seven (7) days a week during the stay, by phone and messaging, using the contact details and hours shown in the Booking confirmation.

8 — Claims procedure and refunds

Any claim is sent to MyLocTravel by phone, messaging (WhatsApp, the Platform's or booking engine's messaging) or email to contact@myloctravel.com, within the time limits set out in articles 3 to 6, together with any available evidence. The Guest cooperates in good faith: they allow the problem to be remedied, do not leave the home without informing MyLocTravel (except in case of danger) and provide the evidence requested.

MyLocTravel investigates the claim, gathers the Host's comments and notifies its reasoned decision in writing. Refunds decided are initiated within ten (10) working days of the decision, using the payment method used for the Booking or, for Bookings made on a Platform, according to the Platform's procedures. The Guest may, if they wish, choose a credit valid for twelve (12) months on the Direct channels.

9 — Caps and limits

  • Refunds may not exceed the amounts actually paid for the Booking.
  • The price difference covered in the event of rehousing is limited to 100% of the total amount of the original Booking; beyond that, the Guest may refuse rehousing and choose a refund.
  • Emergency accommodation is limited to three (3) nights per Booking.
  • Transport costs covered are those that are reasonable, justified and directly made necessary by rehousing; the cost of travelling to the destination is not covered.
  • Indirect losses (loss of enjoyment, non-material damage, activities, restaurants, non-refundable tickets, loss of income) are not covered.

10 — Exclusions

The following are not covered: bookings and payments made outside MyLocTravel's or a Platform's channels; homes that MyLocTravel does not list; the minor inconveniences referred to in article 5.4; events caused by the Guest or their companions (exceeding the number of occupants, unauthorised party, damage, breach of the house rules, dangerous or unlawful behaviour); late reports without a justified impossibility; claims not supported by evidence; third-party services (transport, activities, catering); situations of force majeure, dealt with in article 11.

11 — Force majeure and major disruptive events

When a stay is prevented by force majeure within the meaning of article 1218 of the French Civil Code or by a major disruptive event recognised by the Platform (natural disaster, declared health emergency, official travel restriction, conflict, major infrastructure failure affecting an entire area), the Guest is refunded for the unused nights, in line with the Platforms' policies when the Booking was made on one of them. No additional compensation, rehousing or emergency accommodation is due in this case, although MyLocTravel still provides assistance.

PART II — PROTECTION FOR OWNERS AND CONCIERGE COMPANIES

12 — Guesty Shield damage protection (up to €50,000 per stay) and AirCover for Hosts

Material damage caused to the Listed Home, its furniture or its equipment by a Guest or their companions during a stay whose payment is processed by the Guesty platform's payment provider (Direct channels, Booking.com, Vrbo / Abritel and other Platforms, excluding Airbnb) falls under the Guesty Shield damage protection, an insurance taken out and operated by Guesty with its insurer and included in the management platform used by MyLocTravel. Beyond the security deposit actually retained, it covers up to fifty thousand (50,000) euros per stay, under the conditions, exclusions, caps and time limits set by Guesty, provided to the Host when their mandate is signed and on request.

Bookings made via Airbnb are not covered by Guesty Shield: they fall under Airbnb's “AirCover for Hosts” protection, managed directly on the platform under Airbnb's conditions.

MyLocTravel is neither an insurer nor an insurance intermediary and is not registered with ORIAS; it receives no remuneration for these schemes. Its role is limited to forwarding to Guesty or Airbnb, on the Host's behalf, damage claims with their supporting evidence and following up on them, without guaranteeing that they will be accepted, which depends solely on the conditions of the scheme concerned.

Usual claim conditions: report to MyLocTravel within fourteen (14) days of the Guest's departure and, in any event, before the next guest arrives, or within any shorter period imposed by Guesty or Airbnb; dated photos, check-in inventory or condition report, quotes or invoices for repair or replacement; the Host's cooperation in the investigation. Generally excluded: normal wear and tear, standard cleaning, damage that pre-dates the stay or is unproven, undeclared valuables, damage caused by the Host, their service providers or third parties unconnected with the Booking, loss of income, and each scheme's own exclusions. These protections supplement the Host's insurance, which remains mandatory, and do not replace it.

13 — Guest verification and payment security

On its Direct channels, MyLocTravel applies verification and security measures: verification of the Guest's identity, authenticated payment (3-D Secure), a deposit at booking and the balance before arrival, a bank card hold as security deposit, and the payment provider's anti-fraud rules. On the Platforms, the checks are those of the Platform. These measures reduce the risk of fraud but cannot eliminate it; fraudulent payments and chargebacks are handled in accordance with the Host's mandate.

14 — Security of funds and payouts

Amounts paid by Guests are collected by MyLocTravel as a real estate agent holding the “Property Management” professional licence, covered by its QBE INSURANCE INTERNATIONAL LIMITED financial guarantee (110,000 euros). They are paid over to the Host every week, after deduction of commissions, fees and chargeable amounts, with a detailed management report, under the conditions of their mandate.

15 — Handling of disputes, reviews and payment disputes

On the Host's behalf, MyLocTravel manages the relationship with the Guest in the event of a claim, handles refund requests and deposit deductions, contests abusive chargebacks with payment providers and follows up on reviews. MyLocTravel rules on the basis of evidence and in line with the Platforms' rules; its decisions, reasoned in writing, are binding on the Host in accordance with their mandate.

16 — Host obligations

The benefit of Part II depends on the Host complying with their mandate and the hospitality standards set out in article 7. Amounts paid out by MyLocTravel under Part I because of a Covered Event attributable to the Host (refunds, rehousing price differences, emergency accommodation, transport, goodwill gestures, Platform penalties, handling costs) are charged to the Host under the conditions of their mandate.

PART III — GENERAL PROVISIONS

17 — MyLocTravel's role as intermediary

MyLocTravel acts as an intermediary: it is not the owner, landlord or operator of the Listed Homes. It undertakes to investigate claims impartially, on the basis of the evidence provided by each party and the Platforms' rules, to give reasons for its decisions in writing and to carry them out. The MyLocTravel Cover commitments are made to Guests and Hosts within the limits of this document; they are not an insurance contract and create no obligation beyond those expressly described. MyLocTravel is neither an insurer nor an insurance intermediary (no ORIAS registration); the only insurance schemes mentioned in this document (Guesty Shield, AirCover) are those of Guesty and Airbnb, which alone set their conditions.

18 — Personal data

Personal data collected in connection with a claim (identity, contact details, photos, Booking details) is processed by MyLocTravel, as data controller, to investigate and perform MyLocTravel Cover, prevent fraud and comply with its legal obligations, in accordance with Regulation (EU) 2016/679 (GDPR). It is kept for as long as needed for the investigation and then for the applicable limitation periods. Data subjects have the rights of access, rectification, erasure, objection, restriction and portability, which they can exercise with MyLocTravel – 1 Avenue des Élysées – 34350 VALRAS-PLAGE, France or at contact@myloctravel.com, and may lodge a complaint with the CNIL.

19 — Mediation and disputes

In the event of disagreement with a decision taken under MyLocTravel Cover, the Guest or Host sends a written complaint to MyLocTravel. Without a satisfactory reply within two (2) months, the consumer may refer the matter free of charge to MyLocTravel's consumer mediator:

MÉDIATION CONSOMMATION DÉVELOPPEMENT – C/O Centre d'Affaires Stéphanois – Immeuble L'Horizon – Esplanade de France – 3, rue J. Constant Milleret – 42000 SAINT-ÉTIENNE, France – www.medconsodev.eu

Guests resident in the European Union may also use the European online dispute resolution platform (ec.europa.eu/consumers/odr).

This document is governed by French law. Failing an amicable settlement, disputes fall within the jurisdiction of the competent courts under the French Code of Civil Procedure, consumers retaining the right to bring proceedings before the court of their place of residence.

20 — Changes to the terms

MyLocTravel may change these terms at any time. The version applicable to a Booking is the one in force on the date it was confirmed; it is available on myloctravel.com and provided on request. Changes cannot reduce the protections applicable to a Booking that has already been confirmed.

21 — Contact

MyLocTravel – 1 Avenue des Élysées – 34350 VALRAS-PLAGE, France – Tel.: +33 4 48 14 10 06 – contact@myloctravel.com – www.myloctravel.com. The assistance number for use during the stay is shown in every Booking confirmation.