Cancellations & refunds

Bookings not yet paid

If you haven't completed payment, you can cancel from My trips at any time. Nothing is charged and the room is released immediately.

Paid bookings

You can request a cancellation online up to the day before check-in. Each room shows whether it is free cancellation or non-refundable before you book.

• Free cancellation rooms — a full refund when you cancel at least 48 hours before the check-in date.
• Within 48 hours of check-in — the first night may be charged; the rest is refunded.
• Non-refundable rooms — no refund, except where the hotel agrees or the law requires one.

Refund eligibility

You are eligible for a refund when you cancel a free cancellation room in time, when the hotel cancels or can't honour your booking, or when you were charged in error. You are not eligible for a refund on non-refundable rooms, on no-shows, or for nights already stayed.

Time limit for refund requests

Refund requests must be made within 30 days of the transaction (the date you paid), and cancellations must be made before check-in. We review every request within 2 business days and tell you the outcome by email.

How refunds are paid

Approved refunds go back to the card you paid with, in USD, within 2 business days of approval. Your bank may take a further 5–10 business days to show it on your statement.

If the hotel cancels

If a hotel can't honour your booking, we'll refund you in full and help you find a comparable stay.

No-shows

If you don't arrive and haven't cancelled, the hotel may charge the full stay.