Cancellations and refunds

Reply to your confirmation email quoting your booking reference, or open your booking page and use the cancellation link there. We will confirm in writing what has been cancelled and what is being refunded before anything is processed.

It depends on the rate you chose, and the terms were shown before you booked and repeated on your confirmation. Broadly there are two kinds:

Refundable rates can be cancelled free up to a stated deadline. Cancel before it and you get everything back. Cancel after it and the penalty shown on your booking applies.

Non-refundable rates return nothing. This is not a penalty we add — it is the reason the rate was cheaper, and the hotel has already counted the room as sold.

We release a refund the same business day we confirm the cancellation. Your bank then takes its own time, typically five to ten business days. If it has been longer than that, contact us and we will send you the transaction reference to give your bank.

Occasionally a hotel cannot honour a confirmed booking. If that happens we will tell you immediately and offer you the choice: a comparable alternative at our cost, or a full refund. You will never be left to argue with a hotel we sold you.

Not arriving usually forfeits the full amount, and leaving early rarely refunds the unused nights — both are the hotel's rules rather than ours. If your plans change, cancelling in advance almost always recovers more than not turning up.