1a. Definitions and Who We Are Some words here have specific meanings, so please refer to our Glossary Terms of Service When you book an Accommodation, the Platform provides it to you, and we are responsible for it, but we are not responsible for the Travel Experience. 1b. How does our Service work? We facilitate comparison bookings from many hotels, accommodation owners, and other Service Providers. When you make a reservation on our Platform, you enter into a contract with a Service Provider (unless otherwise stated). The information on our Platform is based on what the Service Providers tell us. We make every effort to keep the information up to date at all times, but updating some descriptions and lists of amenities offered by Accommodations, for example, may take a few hours. 1c. Who do we work with? Our Platform will only display Service Providers with whom we have a commission relationship. They may also offer Travel Experiences outside of our Platform. We do not own any Accommodation itself; each Service Provider is an independent company or accommodation that has agreed to work with us in a certain way. On our Platform, you are shown the number of Accommodations you can book through us globally, and the search results page tells you how many accommodations may be suitable for you based on what you have told us. 1d. How do we make money? We do not buy or sell (resell) any product or service. After your stay, the Service Provider pays us a commission..

1e. Our Recommendation Systems How you use our Recommendation Systems All great accommodations deserve to be discovered. Therefore, we use Recommendation Systems to select, display, and/or arrange information on our Platform in a way that helps you discover accommodations we think you'll love. For example, on the "Accommodations" page, you'll find several recommendation systems, including: Trending Destinations: Destinations you might want to travel to based on bookings made by other travelers whose searches were similar to yours. House Guests Love: Accommodations with high ratings. Looking for the perfect stay? Accommodations (other than destinations) you might want to stay in based on bookings made by other guests whose searches were similar to yours. Our site's search results are also a recommendation system. In fact, search results are the recommendation system our customers use most often. All of the recommendation systems we use provide recommendations based on one or more of the following factors: What you tell us when you want to book an Experience, such as the destination, dates, number of guests, etc. Information we've collected based on your previous interactions with our Platform, such as your previous searches, current bookings, etc., unless you opt out of personalized recommendations. Any other information about how you currently interact with our Platform, including the country you are in while browsing. Accommodation performance on our Platform: Accommodation click-through rate (the number of people clicking through to the property's page); Accommodation's total number of bookings (the number of bookings made at that Accommodation); Accommodation's net number of bookings (the number of bookings made at that Accommodation, less the number of cancellations). Accommodation availability information, pricing points, review scores, etc. To make it as easy as possible for you to find and book an Accommodation that's right for you, each factor may be more or less important in different situations, depending on what we believe is most likely to provide a list of accommodations you might want to book. Our standard ranking and sorting options Our search results are also a recommendation system. They display all Accommodations (hotels, apartments, etc.) that match your search. You can use filters to narrow your results, if you wish. To see all the booking options an accommodation offers, simply select it. When you first get your search results, you'll see that they're ranked ("sorted") based on our "top picks" (which is called "popularity" on our site): To appear at the top of the page, an accommodation must perform well in each of the following three areas: Click-through rate: the number of people clicking through to the accommodation's page; Gross bookings: the number of bookings made at that accommodation; Net bookings: the number of bookings made at that accommodation minus the number of cancellations. These numbers depend on many factors, including review scores, availability, policies, pricing, quality of content (such as photos), and other features. An Accommodation's ranking may also be affected by other factors, such as the commission percentage it pays us on bookings and how quickly it is typically paid. Any information we collect based on how you interact with our Platform (including what you tell us) will also be a factor unless you opt out of personalized recommendations. Many of these factors help our recommendation system determine which Accommodations may be most interesting and relevant to you. Some of these factors play a minor role in this decision, while others play a significant role. The importance of each factor can change depending on the Accommodation's features and how you and others use our Platform. For example, a property's click-through rate (CTR) and number of bookings often play an important role in these decisions because they directly reflect the property's overall appeal and the satisfaction of guests who visit it. A high CTR typically means that a property makes a good first impression on our platform (for example, through photos, amenities, or description text), and receiving a large number of bookings indicates that many people find it meets their needs. However, other factors also play a role. For example, we may favor properties that offer flexible and easy-to-use payment policies. Ultimately, these factors indicate that these properties understand how important service and convenience are to our customers. Our recommendations are also influenced by how other customers with similar preferences use our platform. For example, if Person A frequently books accommodations in Mecca, Medina, and London, and Person B frequently books accommodations in Cairo, Damascus, Rabat, Dubai, and Madrid, our recommendation system may predict that Person A may also be interested in accommodations in Doha and Madrid. If an accommodations appearing in your search results has a badge that says "Advertised," it means that the service provider has paid for that accommodations to appear there. If you prefer not to sort your search results in our standard way, you can sort them in other ways, such as: Houses and apartments first: Houses and apartments appear higher than hotels and other Accommodation types on the page. Price (lowest first): Accommodations with the lowest prices appear at the top. Accommodation rating (highest first): Accommodations with a higher number of stars* and/or a higher quality* rating appear higher. Property Ranking (Lowest First): Properties with fewer stars and/or a lower quality rating appear higher. Highest Rated (called "Top Rated" in our app): Properties with higher review scores* appear higher. If you see any instances where the results are not ranked this way, it's because we also take into account the reliability level (i.e., the number of reviews). For example, a property with 1,000 reviews and an average score of 8.2 may appear higher than a property with 5 reviews and an average score of 8.3. Distance from (X): Properties located closer to X (e.g., the city center) appear higher on the page. (When "near" is mentioned, we mean "near" using a straight-line measurement.) Property Ranking: Properties with the highest number of stars appear at the top. Within each category (5-star, 4-star, etc.), properties offering lower prices appear higher. Best Rated, Lowest Price: Accommodations with higher review scores appear higher in the ranking. Accommodations offering lower prices appear higher in the ranking. Note that regardless of the ranking option you choose, the factors described in "Our Top Picks" may also be influential. For example, they may act as a "tiebreaker" between two or more accommodations that would otherwise appear in the same location. However, the factors in "Our Top Picks" are strictly secondary, as they are only used when we need to determine which accommodation to display first. Personalized Recommendations Some of our recommendation systems go beyond your search criteria and filters and provide personalized recommendations based on how you interact with our booking systems, such as destination inspiration, nearby destinations, and our search results. Even if you do this, we may retain some information about you so we can provide you with our services and provide a more personalized experience. 1f. Ratings Review scores range from a numerical scale. We use a rating weighting system that gives the most recent rating greater weight when calculating the overall rating. In addition, guests can also assign separate "sub-scores" to specific aspects of their Travel Experience, such as location, cleanliness, staff, comfort, facilities, value for money, and free Wi-Fi. Guests submit their sub-scores and their overall rating score independently, so there is no direct link between them. You can rate an Accommodation booked through our Platform if you stayed there, or if you arrived at the Accommodation without actually staying there. To edit a review you have already submitted, please contact our Customer Service team. We have people and automated systems dedicated to detecting fake reviews submitted on our Platform. If we discover any such reviews, we will remove them and take action against the person responsible if necessary. If anyone notices a problem, they can always report it to our Customer Service team, and our Fraud Prevention Team will investigate. Ideally, we will publish every consumer review we receive, whether positive or negative, unless it violates our Content Standards and Guidelines. A property may choose to respond to a review. When you see multiple reviews, the most recent ones will be displayed at the top, subject to a few other factors, such as the language of the review, whether the review contains only ratings or also comments, etc. To ensure the most helpful reviews appear first, each factor may become more (or less) important, based on changes to our Platform over time, for example. If you prefer not to rank reviews in our standard way, you can rank them based on other factors. We sometimes display third-party ratings from other well-known travel websites, but we indicate this when we do. Reviews may contain translations powered by Google, not us. Google and our Platform disclaim all warranties related to translations, whether express or implied, including any warranties of accuracy and reliability, and any implied warranties of merchantability, fitness for a particular purpose, and non-infringement. 1g. Prices Prices displayed on our Platform are determined by the Service Providers. We may fund rewards or other benefits from our own funding sources. When you book, you agree to pay for the Travel Experience itself and any applicable taxes and other costs (for example, any extras). Fees may vary for various reasons, such as the Service Provider's geographic location, the type of room selected, and the number of guests. The price description will indicate whether any taxes and fees are included or excluded. You can find more information about the price during your booking. Our Platform provides a description of any amenities and facilities provided by Service Providers based on what they tell us. The Platform also tells you the amount of any additional costs, if any. 1.H. Payments There are three ways you can pay for your Booking: The Service Provider collects payment from you at the Accommodation. The Service Provider collects payment from you in advance. We (or one of our affiliates) will collect your Payment Method details and send them to the Service Provider. We arrange your payment to the Service Provider in advance. We (or one of our affiliates) will collect your Payment Method details and ensure that payment is made to the Service Provider. If you cancel a reservation or do not show up, any cancellation/no-show fees and any refunds will depend on the Service Provider's cancellation/no-show policy. 1i. Host Type 1j. Star Rating, Review Scores, and Quality Ratings The star rating appears on a scale of 1 to 5 stars next to the property name. We do not assign star ratings. Depending on local regulations, star ratings are assigned by the Service Providers themselves or by independent third parties (e.g., hotel rating organizations). Regardless, the star rating tells you how well the Accommodations meet standards related to value, amenities, and services, among other things. We do not enforce our standards for star ratings, nor do we review these ratings. However, if we become aware of an inaccurate rating, we will ask the Service Provider to prove it is worthy of the rating or amend it. The quality rating appears as a score starting from 1 next to the property name. We assign quality ratings. To help customers find their ideal accommodation, we define quality ratings for specific properties on our platform. Each rating is based on over 400 features across five main categories: Facilities/Amenities/Services Property specifications such as unit size, number of rooms, and occupancy Number and quality of photos uploaded by the service provider Average review score (and sub-scores we know customers find particularly useful, such as cleanliness) Aggregate past booking data (for example, to evaluate property star ratings) We use these features to identify statistical patterns and perform machine learning analysis. A quality rating of 1 to 5 is automatically calculated based on this. 1K. Help and advice, should something unexpected happen If you have any questions, or something isn't going as expected, please contact us. You can do this by accessing your booking, through our website, or through our Help Center, where you'll also find some helpful FAQs. We process complaints as quickly as possible, giving the highest priority to more urgent complaints. You can help us assist you as quickly as possible by providing the following information, if available: Your booking confirmation number, your PIN, your contact details, and the email address you used when booking your stay A summary of the situation you need help with, including how you would like us to help you Any supporting documents, such as bank statements, photos, receipts, etc. Whatever the issue, we will do everything we can to help you. What happens when a booking is mispriced? Sometimes (very rarely), you may see a clearly incorrect price on our Platform. If this happens, and you book before we correct the error, your booking may be cancelled. We will remove any obvious pricing errors we find as soon as we become aware of them. Are there any circumstances in which we remove Service Providers from our Platform entirely? Certainly. We can do this if we find that they have, for example, breached their contractual obligations, or provided an inaccurate description of their Accommodation and failed to correct it when we requested it. 1. Overbooking After your reservation is confirmed, your Service Provider is required to honor the reservation. If the Service Provider experiences an "overbooking" situation, they must find a solution as quickly as possible. We also provide practical guidance and support. If they cannot provide you with the option you booked and cannot offer you a suitable alternative: You can cancel your reservation at no cost (and receive a full refund). This depends on the property's policy regarding how they handle cancelled reservations. We can help you find an alternative accommodation of a similar category and price on our Platform. If the cost of the alternative accommodation is slightly higher than your original booking, you will be required to pay the difference. If your Service Provider has arranged your payment, we will try to ensure they refund you as quickly as possible. If we have arranged your payment, we will refund the amount ourselves. In 90% of cases, the amount will be credited to your account within five working days, counted from: the date you cancel your original booking, or the date you verify the invoice you sent us to prove your stay elsewhere. This depends on our efforts to refund the amount from the accommodation and their commitment to refund the amount paid.